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Motivations and uses: An evaluation of users' use of a chat reference service

✍ Scribed by Lili Luo; Jeffrey Pomerantz

Publisher
Wiley (John Wiley & Sons)
Year
2006
Tongue
English
Weight
240 KB
Volume
42
Category
Article
ISSN
0044-7870

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✦ Synopsis

Abstract

This poster presents an evaluation of NCknows, a state‐wide chat reference service in North Carolina, to explore users' motivation for using this service and how they use the information provided to them in real life situations, which reflects the value of the service to them. Users were interviewed by email or telephone two weeks after their chat sessions with NCknows. The findings suggest that most users were motivated by tasks or projects with which they were involved or by some aspect of their personal life. Over sixty percent of users reported they used the information provided to them to fulfill the information needs that motivated them to use the service. Non‐use or partial use cases were also categorized for a better understanding of how the service aided users.

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