Native Language and the Real-Time Virtual Reference Interview

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Last Modified
  • February 28, 2019
Creator
  • Mahendra, Sundeep K.
    • Affiliation: School of Information and Library Science
Abstract
  • As libraries seek to provide more ways to meet information needs in our rapidly evolving electronic environment, increasingly university libraries are providing reference services via virtual reference mediums such as chat services. Researchers have begun examining these services yet little study has been done concerning the experience of non-native English speakers in this medium. This study was conducted to determine the value and effectiveness of virtual reference services for international students. Participants were instructed to ask a reference question of the chat reference service of the University of North Carolina at Chapel Hill Libraries and then to complete an online questionnaire in response to that interaction. Results point to a greater comfort level with chat reference vs. face-to-face interactions for a majority of participants and provide a basis for further study into methods and practices to improve service to non-native English speakers.
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  • In Copyright
Advisor
  • Pomerantz, Jeffrey
Degree granting institution
  • University of North Carolina at Chapel Hill
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  • 34 p.
Access right
  • Open access
Date uploaded
  • December 10, 2010

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