Abstract
Objective – This research investigates how well non-local chat reference operators perform in their work with local library patrons at an R1 academic institution in the United States. More specifically, the authors sought to learn how this particular reference librarian population (co-op librarians) handled circumstances surrounding when to create a ticket for a transaction and which positive reference strategies were not utilized that should have been. In addition, the researchers rated the co-op librarians’ overall success in answering local reference questions and the kinds and frequency of false or incorrect information that was offered. Finally, the authors used the length of the reference transaction (by time and message count), reference query type, medical/health related questions, and patron satisfaction (both rater perceived and patron self-reported) as variables to learn more about situations where co-op librarians were more and less successful.
Methods – The researchers examined one year’s worth of co-op librarian chat reference records from April 2023 to March 2024. The authors created a rating form to capture structural session information like the length of the transaction, transaction day of week/time, query type, if a ticket was created, and patron self-reported satisfaction. In addition, the form solicited subjective assessment information from the researchers covering the topics detailed in the “Objective” section above. The researchers tabulated aggregated frequencies across the data produced, in addition to running a number of tests for statistical significance.
Results – The researchers were surprised to see that about one third of co-op librarian transactions happened during times when local librarians were scheduled to be available to answer these questions. They also predicted that co-op librarian performance would decline when faced with medical/health questions, but largely that was not the case. It was discovered that co-op librarians made referrals about one third of the time, and that among the two thirds that were not referred, about one third of those should have been. Overall, co-op librarians were rated as highly successful with about three quarters of their transactions in the top two of a five-point rating scale.
Conclusion – A number of overarching conclusions arose from this study, each with implications for chat reference practice. co-op librarians perform well overall, despite the challenges of frequently receiving questions with local aspects. They serve as a good backup for local librarians when the latter miss or are too busy to pick up chats. They do not shy away from attempting to answer questions, largely employ best practices in their work, infrequently inject false information into transactions, usually garner high patron satisfaction levels, and most importantly are largely successful in answering patron questions. The main struggles co-op librarians have involve dealing with account and interlibrary loan focused questions, and they also could be making referrals/tickets more frequently.