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Chapter 2 Determining the Question:
In-person, Telephone, and Virtual Reference Interviews
Updates
Further Reading
- Bejeune, Matthew and Jan
Kirkus. 2002. “Creating a composite of user behavior to inform
decisions about new and existing library services.” Reference Services
Review, 34, no. 2: 185-192.
This article documents the data collection and analysis done by the Purdue
University Library to determine the best hours for chat reference service.
Trends
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