Burning the Midnight Oil: Librarians, Students, and Late-Night Chat Reference at the University of Notre Dame

Kayongo, Jessica; Jacob, Elizabeth Van

doi:10.1080/10875301.2011.597632

Cited by 6 publications

(7 citation statements)

References 8 publications

(6 reference statements)

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“…Belanger et al (2016), Gerlich and Berard (2010), and Maloney and Kemp (2015) each analyzed the READ Scale ratings by point in the academic semester or quarter in order to understand the relationship between the academic calendar and the complexity of reference transactions. Cabaniss (2015), Kayongo and Van Jacob (2011), and Ward and Jacoby (2018) compared ratings across times of day in order to understand busyness patterns by hour. Cabaniss ( 2015) also looked at days of the week in order to find the busiest and least busy days.…”

Section: Data Points Used In Conjunction With Read Scalementioning

confidence: 99%

“…Similarly, Bungaro et al (2017) found evidence to maintain and keep subject librarians answering a subjectspecific chat channel, whereas they assumed generalist librarians could adequately answer READ Scale 1-3. Further evidence was found to keep professional librarians answering chat, arguing that outsourcing late night chat service to consortial librarians resulted in decreased quality of service (Kayongo & Van Jacob, 2011).…”

Section: Staffing Needsmentioning

confidence: 99%

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Does the READ Scale Work for Chat? A Review of the Literature

Warner¹,

Hurley²

2021

EBLIP

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Objective – This review aims to determine the suitability of the READ Scale for chat service assessment. We investigated how librarians rate chats and their interpretations of the results, and compared these findings to the original purpose of the Scale. Methods – We performed a systematic search of databases in order to retrieve sources, applied inclusion and exclusion criteria, and read the remaining articles. We synthesized common themes that emerged into a discussion of the use of the READ Scale to assess chat service. Additionally, we compiled READ Scale designations across institutions to allow side-by-side comparisons of ratings of chat interactions. Results – This review revealed that librarians used a variety of approaches in applying and understanding READ Scale ratings. Determination of staffing levels was often the primary goal. Further, librarians consistently rated chat interactions in the lower two-thirds of the scale, which has implications for service perception and recommendations. Conclusion – The findings of this review indicated that librarians frequently use READ Scale data to make staffing recommendations, both in terms of numbers of staff providing chat service and level of experience to adequately meet service demand. Evidence suggested, however, that characteristics of the scale itself may lead to a distorted understanding of chat service, skewing designations to the lower end of the scale, and undervaluing the service.

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Section: Data Points Used In Conjunction With Read Scalementioning

confidence: 99%

Section: Staffing Needsmentioning

confidence: 99%

Does the READ Scale Work for Chat? A Review of the Literature

Warner¹,

Hurley²

2021

EBLIP

View full text Add to dashboard Cite

show abstract

“…Kayongo and van Jacob (2011) examined late-night chat service at Hesburgh Library at the University of Notre Dame, which was well-used during the two and a half years it was available. Due to staffing constraints, Hesburgh Library eventually had to discontinue this service, but their case study provides a good example of how considerations unrelated to the value of a service affects reference practices other than the desk (Kayongo & van Jacob, 2011, p. 108).…”

Section: Literature Reviewmentioning

confidence: 99%

Reference services in liberal arts libraries

Oxford

2016

newlibs

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This study addresses a gap in the literature regarding reference services at liberal arts institutions. The author conducted a literature review to examine the existing body of research on reference services and distributed a survey to the 80 member libraries of the Oberlin Group in February 2015. The study found that a wide range of reference practices are in place at liberal arts libraries and focused especially on the use of a designated reference desk, which is widespread. However, there is a correlation between higher librarian satisfaction with reference services and the absence of a desk. Comments from respondents are included in the discussion and reflect common themes around reference services. Some limitations of the study include its small sample size and conflicting responses from librarians at the same institution. Nevertheless, this article provides a starting point for further research into liberal arts reference. The factors relating to librarian satisfaction, the themes running through the comments, and the trends discussed in the literature review may be relevant for determining the most effective reference model at any institution.

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“…Research on reference during nonbusiness hours are often part of a study or short-term trial, such as Direct-2-U reference in residence halls at the University of Texas at San Antonio (Del Bosque & Chapman, 2007), late night online service from 9:00 p.m. to 1:00 a.m. at Notre Dame University (Kayongo & Jacob, 2011), or the University of Buffalo's providing onsite reference and instruction in department spaces (Wagner & Tysick, 2007). These three studies provide insight to confirm that reference services are needed both in the evening and in other non-library spaces.…”

Section: Literature Reviewmentioning

confidence: 99%

Reference After 5 PM: A Reference Librarian’s Experience Working Atypical Hours at a Large Research Library

Fargo

2017

palrap

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Reference services continue to change and evolve in the academic library. Students need reference support outside the normal 9:00 a.m. to 5:00 p.m. business hours in an academic library. The author works these later shifts and has found success in helping students. This success is due to the author’s collaboration and relationship building with not only students but also library employees and other departments to support a robust and active reference service on Sundays and after 5:00 p.m. This paper explores the author’s first semester providing reference services during the fall 2016 semester.

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Burning the Midnight Oil: Librarians, Students, and Late-Night Chat Reference at the University of Notre Dame

Cited by 6 publications

References 8 publications

Does the READ Scale Work for Chat? A Review of the Literature

Does the READ Scale Work for Chat? A Review of the Literature

Reference services in liberal arts libraries

Reference After 5 PM: A Reference Librarian’s Experience Working Atypical Hours at a Large Research Library

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