Seeking Synchronicity: Evaluating Virtual Reference Transcripts Presented by Marie L. Radford and Lynn Silipigni Connaway 2006 ALISE Conference San Antonio,

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Presentation transcript:

Seeking Synchronicity: Evaluating Virtual Reference Transcripts Presented by Marie L. Radford and Lynn Silipigni Connaway 2006 ALISE Conference San Antonio, TX, January 16-19, 2006

Presenters Marie L. Radford, Ph.D. Associate Professor, Rutgers University, SCILS Lynn Silipigni Connaway, Ph.D. Consulting Research Scientist

Interpersonal Dimensions of Chat Research Stream S.S. Green Award 44 transcripts (courtesy LSSI) Maryland AskUsNow! 245 transcripts (courtesy Maryland AskUsNow! Statewide Consortium) Library Lawline 113 transcripts (courtesy NELLCO Regional Consortium) Seeking Synchronicity IMLS Grant Rutgers & OCLC Todays presentation 300 transcripts (24/7, National & International) Additional transcripts (QuestionPoint & 24/7)

24/7 Transcript Analysis Generated random sample –July 7, 2004 through June 27, 2005 –263,673 sessions –25 transcripts/month = 300 total 256 usable transcripts –Excluding system tests and technical problems

3 Analyses Type of Questions Katz/Kaske Classification Subject of Questions Interpersonal Communication Radford Classification Manual and NVivo coding

Types of Questions Combined 1 st and 2 nd Questions n=273 questions

Subjects of Questions Combined 1 st and 2 nd Questions n=273 questions

Classification Methodology Qualitative Analysis Development/refinement of category scheme Careful reading/analysis Identification of patterns Time intensive, but reveals complexity

Research Questions Interpersonal Communication Analysis What relational dimensions are present? Are there differences in relational dimensions/patterns of chat users & librarians? If so, what are they? How do users & librarians compensate for lack of nonverbal cues? What is the relationship between content & relational dimensions in determining quality?

Relational Facilitators Interpersonal aspects of the chat conversation that have a positive impact on the librarian-client interaction and that enhance communication. Relational Barriers Interpersonal aspects of the chat conversation that have a negative impact on the librarian-client interaction and that impede communication. Results Interpersonal Communication Analysis 2 Major Themes

Manual Coding Results 200 Transcripts –177 Usable Transcripts

Librarian Relational Factors (1- 200) Librarian Relational Facilitators: Manual Analysis n=177 transcripts

Client Relational Facilitators: Manual Analysis n=177 transcripts

Comparison Relational Facilitators: Manual Analysis n=177 transcripts

Librarian Relational Barriers: Manual Analysis n=177 transcripts

Client Relational Barriers: Manual Analysis n=177 transcripts

Comparison of Relational Barriers: Manual Analysis n=177 transcripts

NVivo Coding 100 Transcripts –79 Usable Transcripts

Librarian Relational Facilitators: NVivo Analysis n=79 transcripts

Client Relational Facilitators: NVivo Analysis n=79 transcripts

Comparison Relational Facilitators: NVivo Analysis n=79 transcripts

Librarian Relational Barriers: NVivo Analysis n=79 transcripts

Client Relational Barriers: NVivo Analysis n=79 transcripts

Comparison Relational Barriers: NVivo Analysis n=79 transcripts

NVivo Search Totals WordTotalPercent sorry thank you thanks thank u33.80 n=79 transcripts Includes words in scripts

NVivo Search Totals WordTotalPercent sorry thank you thanks thank u33.80 thanx00.00 TY00.00 ty00.00 n=79 transcripts Includes words in scripts

NVivo Search Totals PersonWordTotalPercent Librariansorry Clientsorry78.86 Librarianthank you Librarianthanks Clientthank you Clientthanks Clientthank u33.80 n=79 transcripts Includes words in scripts

NVivo 2.0: Advantages Advantages –Move subnodes between nodes at any time Ability to create a hierarchical classification scheme –Proximity and Boolean searching –Group documents and nodes into sets for use in searching and analysis –Programmatically calculate descriptive statistics after coding

NVivo 2.0: Disadvantages Disadvantages –User interface does not match standard Microsoft application Cannot double click on a document or node to open Cannot scroll through a document using the mouse scroll wheel –Cannot import nodes –Cannot set certain tools to always appear Must manually display the Coder bar and coding strips each time for every document/transcript NVivo 7 to be released in Feb –May alleviate disadvantages

End Notes This is one of the outcomes from the project Seeking Synchronicity: Evaluating Virtual Reference Services from User, Non-User, and Librarian Perspectives. Funded by IMLS, Rutgers University and OCLC, Online Computer Library Center. Project web site: onicity/ onicity/