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Measuring the Completeness of Reference Transactions in Online Chats

by: David Ward
Reference and User Services Quarterly, Vol. 44, No. 1. (2004), pp. 46-58.

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This article reports on the results of an unobtrusive study used to measure whether online chat reference can effectively answer short, subject-based research questions. The study develops measures for analyzing how completely these questions are answered and uses them in combination with other factors in determining the overall effectiveness of the service examined. A methodology for developing these new measures is explained and the results are studied in relation to other traditional methods of reference evaluation.


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