[Asis-l] Announcement: New Reference Research: the 10th Annual Reference Research Forum

[Melissa Gross]

Dear colleagues and friends,
FYI,
Melissa Gross
School of Information Studies
The Florida State University

New Reference Research:  the 10th Annual Reference Research Forum
2004 ALA Annual Conference, Orlando, Florida
Sunday, June 27, 2004, 1:30 p.m. – 3:30 p.m.
Plaza International Ballroom C


Does the Medium Matter?  A Comparative Analysis of Openings in Face –to-Face
and Computer Mediated Reference Interactions.
Do patrons behave differently in an online reference interaction than they
do in-person, and if so, how are these differences manifested?  A research
team from Cornell University digitally recorded a day of in-person and phone
reference interactions (chat and email transcripts were automatically
captured by the application software).  Their analysis focuses specifically
on the initial stages of reference interactions, i.e. “approachability” and
“interest” in the 1996 RUSA Behavioral Guidelines, or “entries” in the
theory of interpersonal communication.  The snapshot of reference in the
21st century that their transcripts provide and their analysis of the
transcripts can significantly impact reference service.
Cornell University Research Team:
Virginia Cole, Reference & Digital Services Librarian, Olin & Uris
Libraries; Nan Hyland, Public Services Librarian, Mann Library; Kornelia
Tancheva, Public Services Librarian, Mann Library; Nancy Skipper, Assistant
Head, of Reference, Olin & Uris Libraries; Bruce William Hardy, Graduate
Student, Communication Dept.; Jeff Hancock, Faculty, Communication Dept.


 “Hmmm
 just a moment while I keep looking:” Interpersonal Communication in
Chat Reference
Practitioners and researchers charged with evaluating chat reference
services are being faced by new challenges.  What relational dimensions are
present in transcripts?  This study explores the quality of the
interpersonal aspects of these services, including compensation for lack of
nonverbal cues and differences in the relational patterns of chat users and
librarians.  A random sample of 200 anonymous transcripts from a statewide
service has undergone in-depth qualitative analysis.  Some interpersonal
skills important to face-to-face reference success are present here in
modified form.  Practical implications for service development and training
will be determined and recommendations for improvement will be shared.
Marie Radford, Ph.D., Acting Dean Pratt Institute, SILS and Joseph Thompson,
Project Coordinator: Maryland AskUsNow!  Information Services Department,
Baltimore County Public Library



A Longitudinal and Qualitative Study of Student Information-seeking
Behaviors, Attitudes and Skill Development
In an effort to learn more about college students' information seeking
behaviors, the Library at the University of the Pacific initiated a study a
longitudinal study. We chose a longitudinal and qualitative methodology in
order to examine the development of research skills over time and to freely
explore student attitudes, behaviors and skills in some detail.  After
completing three years of annual interviews with our cohort of 18
undergraduate students, we have gained valuable insights into student
approaches to finding information and their skill development, and will
share preliminary findings at this presentation.
Kathlin L. Ray, Assistant Dean, University Library, University of the
Pacific





Melissa Gross, Ph.D.
Assistant Professor
Florida State University
School of Information Studies
246 Louis Shores Building
Tallahassee, FL  32306-2100
850.644.8119

"always the beautiful answer
who asks a more beautiful question"
     -e. e. cummings

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