Exploring Encounters with Chat Users: Analyzing V

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Exploring Encounters with Chat Users Analyzing
VR Transcripts

• 2007 Oregon Virtual Reference Summit
• Bend, Oregon
• Marie L. Radford, Ph.D.
• Associate Professor,
• Rutgers University, SCILS
• June 1, 2007, 130pm 330pm

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Introductions

• Marie L. Radford, Ph.D.,
• Associate Professor,
• Rutgers University, SCILS
• mradford_at_scils.rutgers.edu
• [phone] x8233
• www.scils.rutgers.edu/mradford
• http//librarygarden.blogspot.com/
• Participants

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AGENDA

• Similarities Differences Chat vs. Face-to-Face
• What Can Transcripts Tell Us?
• Question Type Subject, Wait Time Session Time
  
• Interpersonal Communication
• Facilitators Making Chat Better
• Barriers Problems
• Recommendations

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SimilaritiesChat vs. Face-to-Face

• Real Time
• Time Pressure!
• Negotiating Questions
• Answering Questions
• Service Excellence as Goal
• Variety of Users
• Building Relationships
• Other Similarities?

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DifferencesChat vs. Face-to-Face

• Keyboard Woes!
• Lack of NV Cues!
• Limited Knowledge of User
• Chat Speak (see handout)
• Knowledge of Available Resources
• Technical Problems
• Transcript Produced
• Other Differences?

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Seeking Synchronicity Evaluating Virtual
Reference Services from User, Non-User, and
Librarian Perspectives

• Project duration
• 10/1/2005-9/30/2007
• Four phases
• Focus group interviews
• Analysis of 1,000 QuestionPoint transcripts
• 600 online surveys
• 300 telephone interviews

Interviews surveys with VRS users, non-users,
librarians
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Seeking Synchronicity Evaluating Virtual
Reference Services from User, Non-User, and
Librarian Perspectives

• 1,103,572 project funded by
• Institute of Museum and Library Services
• 684,996 grant
• Rutgers, The State University of New Jersey and
  OCLC, Online Computer Library Center, Inc.
  405,076 in kind contributions

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What Do Chat Transcripts Tell Us?

• Random Sample from 24/7 QuestionPoint OCLC
• July, 2005 through August, 2006
• 561,910 sessions
• 25-50 transcripts/month
• Total transcripts analyzed 750 and counting!

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6 Analyses

• Geographical Distribution
• Originating library
• Librarian respondents
• Type of Library
• Wait Time Session Time
• Type of Questions
• Katz/Kaske Classification
• Subject of Questions
• Dewey Decimal Classification
• Interpersonal Communication
• Radford Classification

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VRS Session Times

• Wait time
• Mean 1.87 Minutes
• Median 1 Minute
• Minimum 1 Second
• Maximum 67 Minutes
• Session time
• Mean 12.42 Minutes
• Median 12 Minutes
• Minimum 12 Seconds
• Maximum 71 Minutes

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VRS Transactions by Library Type
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VRS Questions by Location of Originating Library
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VRS Questions by Location of Librarian
Respondents
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Wait Time for VRS Users
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VRS Mean Wait Time by Library Type
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VRS Mean Session Times by Library Type
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VRS Questions by Type
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VRS Questions by Subject
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Interpersonal Communication Analysis

• Theoretical Framework
• Watzlawick, Beavin Jackson (1967) Pragmatics of
  Human Communication
• All messages have both content relational
  dimension.
• Content Information (WHAT)
• Relational Relationship Aspects (HOW)

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Interpersonal Communication Research Questions

• What relational dimensions are present in chat
  transcripts?
• Are there differences in relational
  dimensions/patterns of chat users librarians?
  If so, what are they?
• How do users librarians compensate for lack of
  nonverbal cues in chat?
• What is the relationship between content
  relational dimensions in determining quality of
  chat reference encounters?

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Method

• Qualitative Analysis of Transcripts
• Development of category scheme
• Careful reading/analysis
• Identification of patterns

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Results

• 2 Major Themes (See Handout for Sub Themes)
• Relational Facilitators
• Aspects with positive impact on interaction that
  enhance communication.
• Relational Barriers
• Aspects with negative impact on interaction that
  impede communication.

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Transcript Examples

• Positive Transcript Example
• How can I get a Library Card/Johnny Depp
• Question Type Procedure/Ready Reference
• Subject Type Ready Reference
• Duration 31 min
• Negative Transcript Example
• Physics
• Question Type Subject Search
• Subject Type Physics
• Duration 17 min., 8 sec.

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Small Group Activity

• Looking at transcripts
• Facilitators, Barriers
• What works?
• What doesnt work so well?
• Comments?

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Recommendations

• Training - basic interpersonal skills
• Awareness user may need reassurance
• Recognizing this
• Providing reassurance
• Awareness of appropriate self-disclosure
• When to disclose
• Acknowledgment of users self-disclosure
• Humor importance of acknowledgment

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More Recommendations

• Greetings Closings.
• Beware negative closure!
• Beware robotic scripts!
• Inclusion (we, lets, etc.)
• Take cue from user mirror relational
  strategies.
• Dont B afraid 2 use informal language, abbrev.
  emoticons as appropriate )

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Dealing with Rude or Impatient Users

• See Checklist
• Dont mirror
• rude behavior!
• Apologize when appropriate
• Dealing with impatience (hurry up!)
• Dealing with complaints
• Dont take it personally!

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Discussion Questions

• Informality vs.
• formality?
• How much
• help to give?
• Instruction?
• How much self-disclosure?

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Forward to New Analyses!

• Query Clarification in Chat
• Accuracy of Ready Reference Answers
• Both to be presented at ALA in Washington ppts
  will be on Seeking Synchronicity site after ALA!
• Project website http//www.oclc.org/research/proj
  ects/synchronicity/

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In Conclusion

• Research results are from the project Seeking
  Synchronicity Evaluating Virtual Reference
  Services from User, Non-User, Librarian
  Perspectives, M. L. Radford L. S. Connaway,
  Co-Principal Investigators.
• Funded by IMLS, Rutgers University OCLC, Online
  Computer Library Center, Inc.
• Special thanks J. DeAngelis Williams, P. Confer,
  D.M. Dragos, M. A. Reilly, J. Strange, S.
  Sabolcsi-Boros, T. Dickey.
• See bibliography for additional readings!