Anonymity versus Perceived Patron Identity in Virtual Reference Transcripts

Abstract

Librarians who provide virtual reference services often perceive that their patrons self-identify to some degree, even when transactions are anonymous. They also develop a sense of patrons' greatest research-related needs over time. In this article, two librarians analyze two years' worth of virtual reference transcripts to determine what patrons actually disclose about their identities and their needs. The authors discuss the benefits of both preserving anonymity and perceiving needs and identity. The authors also suggest a framework and methodology that other librarians may use to perform similar investigations at their libraries. INTRODUCTIONAcademic libraries have been offering reference service via instant message (IM) for more than a decade. Studies dating back to 2001 have attempted to identify who uses academic library IM reference services, and to what degree IM reference service effectively meets the needs of its users. Few studies explore the value of anonymity during an IM reference transaction and if anonymity positively or negatively affects the ability of librarians who staff IM reference services to answer reference questions. Through this article, the researchers demonstrate the surprising degree of anonymity of IM reference transactions, and discuss how patrons benefit from the resulting sense of privacy.

Impression management of buzzer in social media twitter

“…The buzzers identity in cyberspace shows that they are not an 'anonymous' group. According to Roper & Sobel (Grabarek Roper & Sobel, 2012), communication studies literature has explored the concept of anonymity from a broader perspective, namely the general preference for remaining anonymous online.…”

“…At the time of publication, truly anonymous online communication was the primary choice for mainstream internet users. Roper & Sobel defined and distinguished the concept of anonymity into two categories, full disguise to maintain identity and confidentiality, or revealing identity to someone or a small group of trusted individuals (Grabarek Roper & Sobel, 2012).…”