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User perceptions of digital referenc...

Mon, Lorri M.

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User perceptions of digital reference services.

Record Type:	Language materials, printed : Monograph/item
Title/Author:	User perceptions of digital reference services./
Author:	Mon, Lorri M.
Description:	243 p.
Notes:	Adviser: Joseph W. Janes.
Contained By:	Dissertation Abstracts International67-09A.
Subject:	Information Science. -
Online resource:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3231065
ISBN:	9780542847424

User perceptions of digital reference services.
Mon, Lorri M.

User perceptions of digital reference services. - 243 p.

Adviser: Joseph W. Janes.

Thesis (Ph.D.)--University of Washington, 2006.

Libraries and information services are increasingly providing question-answering services to "virtual" users through online communication modes such as chat and e-mail. However, basic research is needed on the perceptions, expectations and satisfaction of online users to improve our understanding of the information behaviors of online users and to inform the design of information systems, services and assessment to better meet their needs.

ISBN: 9780542847424Subjects--Topical Terms:

1017528
Information Science.

User perceptions of digital reference services.
LDR:02377nam 2200289 a 45 001 966011
005 20110908
008 110908s2006 eng d
020 $a 9780542847424
035 $a (UnM)AAI3231065
035 $a AAI3231065
040 $a UnM $c UnM
100 1 $a Mon, Lorri M. $3 1288759
245 1 0 $a User perceptions of digital reference services.
300 $a 243 p.
500 $a Adviser: Joseph W. Janes.
500 $a Source: Dissertation Abstracts International, Volume: 67-09, Section: A, page: 3206.
502 $a Thesis (Ph.D.)--University of Washington, 2006.
520 $a Libraries and information services are increasingly providing question-answering services to "virtual" users through online communication modes such as chat and e-mail. However, basic research is needed on the perceptions, expectations and satisfaction of online users to improve our understanding of the information behaviors of online users and to inform the design of information systems, services and assessment to better meet their needs.
520 $a This dissertation research provides a case study of user perceptions of chat and e-mail question-answering services in an online university library setting. In this exploratory qualitative study, interviews were conducted with digital reference users in conjunction with an unobtrusive analysis of chat and e-mail transcripts and institutional documents. Qualitative content analysis was used in a theoretical framework with coding categories drawn from two theories in computer-mediated communications (Short, Williams & Christie's Social Presence Theory, Daft and Lengel's Media Richness Theory), two theories in decision-making behavior (Zipf's Principle of Least Effort, Simon's Satisficing within Bounded Rationality), and one theory in user behavior in interpersonal interactions (Brown and Levinson's Politeness Theory ). The results offer insights into factors important in influencing users' perceptions of digital reference services, expectations expressed by chat and e-mail users, and their judgments of the information-seeking process and outcomes.
590 $a School code: 0250.
650 4 $a Information Science. $3 1017528
650 4 $a Library Science. $3 881164
690 $a 0399
690 $a 0723
710 2 0 $a University of Washington. $3 545923
773 0 $t Dissertation Abstracts International $g 67-09A.
790 $a 0250
790 1 0 $a Janes, Joseph W., $e advisor
791 $a Ph.D.
792 $a 2006
856 4 0 $u http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3231065