Chat reference at Carnegie Mellon University

Chat reference at Carnegie Mellon University. Neuhaus, P. & Marsteller, M., R. Public Services Quarterly, 1(2):29-41, 2002.

Website abstract bibtex

Carnegie Mellon University Libraries began its chat reference service in October of 2000. The article explains why library administrators decided to institute chat reference and the steps taken to implement this decision. The Libraries utilize commercial off-the-shelf software called LivePerson. Service evaluation features of LivePerson provide interesting data for analysis. Summary statistics of the service and the cumulative results of post chat surveys (filled out by chat patrons on a voluntary basis) are presented. Plans for future enhancements of the chat reference service are discussed. ABSTRACT FROM PUBLISHER; Copyright of Public Services Quarterly is the property of Taylor & Francis Ltd and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

@article{
 title = {Chat reference at Carnegie Mellon University},
 type = {article},
 year = {2002},
 identifiers = {[object Object]},
 pages = {29-41},
 volume = {1},
 websites = {http://search.proquest.com/docview/57520869?accountid=14656},
 id = {8677a5c4-1026-30cf-8630-c3f0a90b6952},
 created = {2012-11-03T07:06:21.000Z},
 file_attached = {false},
 profile_id = {29841258-c0a4-3f8f-87a0-befa2af3ae3f},
 last_modified = {2017-03-16T02:12:08.814Z},
 read = {false},
 starred = {false},
 authored = {true},
 confirmed = {true},
 hidden = {false},
 citation_key = {Neuhaus2002},
 private_publication = {false},
 abstract = {Carnegie Mellon University Libraries began its chat reference service in October of 2000. The article explains why library administrators decided to institute chat reference and the steps taken to implement this decision. The Libraries utilize commercial off-the-shelf software called LivePerson. Service evaluation features of LivePerson provide interesting data for analysis. Summary statistics of the service and the cumulative results of post chat surveys (filled out by chat patrons on a voluntary basis) are presented. Plans for future enhancements of the chat reference service are discussed. ABSTRACT FROM PUBLISHER; Copyright of Public Services Quarterly is the property of Taylor & Francis Ltd and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)},
 bibtype = {article},
 author = {Neuhaus, Paul and Marsteller, Matthew R},
 journal = {Public Services Quarterly},
 number = {2}
}

Downloads: 0

{"_id":"KCZ2qMon9icuXx79t","bibbaseid":"neuhaus-marsteller-chatreferenceatcarnegiemellonuniversity-2002","downloads":0,"creationDate":"2019-01-14T20:45:25.683Z","title":"Chat reference at Carnegie Mellon University","author_short":["Neuhaus, P.","Marsteller, M., R."],"year":2002,"bibtype":"article","biburl":null,"bibdata":{"title":"Chat reference at Carnegie Mellon University","type":"article","year":"2002","identifiers":"[object Object]","pages":"29-41","volume":"1","websites":"http://search.proquest.com/docview/57520869?accountid=14656","id":"8677a5c4-1026-30cf-8630-c3f0a90b6952","created":"2012-11-03T07:06:21.000Z","file_attached":false,"profile_id":"29841258-c0a4-3f8f-87a0-befa2af3ae3f","last_modified":"2017-03-16T02:12:08.814Z","read":false,"starred":false,"authored":"true","confirmed":"true","hidden":false,"citation_key":"Neuhaus2002","private_publication":false,"abstract":"Carnegie Mellon University Libraries began its chat reference service in October of 2000. The article explains why library administrators decided to institute chat reference and the steps taken to implement this decision. The Libraries utilize commercial off-the-shelf software called LivePerson. Service evaluation features of LivePerson provide interesting data for analysis. Summary statistics of the service and the cumulative results of post chat surveys (filled out by chat patrons on a voluntary basis) are presented. Plans for future enhancements of the chat reference service are discussed. ABSTRACT FROM PUBLISHER; Copyright of Public Services Quarterly is the property of Taylor & Francis Ltd and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)","bibtype":"article","author":"Neuhaus, Paul and Marsteller, Matthew R","journal":"Public Services Quarterly","number":"2","bibtex":"@article{\n title = {Chat reference at Carnegie Mellon University},\n type = {article},\n year = {2002},\n identifiers = {[object Object]},\n pages = {29-41},\n volume = {1},\n websites = {http://search.proquest.com/docview/57520869?accountid=14656},\n id = {8677a5c4-1026-30cf-8630-c3f0a90b6952},\n created = {2012-11-03T07:06:21.000Z},\n file_attached = {false},\n profile_id = {29841258-c0a4-3f8f-87a0-befa2af3ae3f},\n last_modified = {2017-03-16T02:12:08.814Z},\n read = {false},\n starred = {false},\n authored = {true},\n confirmed = {true},\n hidden = {false},\n citation_key = {Neuhaus2002},\n private_publication = {false},\n abstract = {Carnegie Mellon University Libraries began its chat reference service in October of 2000. The article explains why library administrators decided to institute chat reference and the steps taken to implement this decision. The Libraries utilize commercial off-the-shelf software called LivePerson. Service evaluation features of LivePerson provide interesting data for analysis. Summary statistics of the service and the cumulative results of post chat surveys (filled out by chat patrons on a voluntary basis) are presented. Plans for future enhancements of the chat reference service are discussed. ABSTRACT FROM PUBLISHER; Copyright of Public Services Quarterly is the property of Taylor & Francis Ltd and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)},\n bibtype = {article},\n author = {Neuhaus, Paul and Marsteller, Matthew R},\n journal = {Public Services Quarterly},\n number = {2}\n}","author_short":["Neuhaus, P.","Marsteller, M., R."],"urls":{"Website":"http://search.proquest.com/docview/57520869?accountid=14656"},"bibbaseid":"neuhaus-marsteller-chatreferenceatcarnegiemellonuniversity-2002","role":"author","downloads":0},"search_terms":["chat","reference","carnegie","mellon","university","neuhaus","marsteller"],"keywords":[],"authorIDs":[]}