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Teens Are from Neptune, Librarians Are from Pluto: An Analysis of Online Reference Transactions

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Title: Teens Are from Neptune, Librarians Are from Pluto: An Analysis of Online Reference Transactions
Author(s): Walter, Virginia A.; Mediavilla, Cindy
Subject(s): Children and digital resources
Abstract: As part of a project to evaluate the effectiveness of’s Live Homework Help service, the authors examined over 100 transcripts of online transactions between teens and the virtual reference librarians in California who connect students to Live Homework Help tutors. Using content analysis, the authors document and discuss the difference in online communication styles between teens and adults. In addition, the transactions are measured against Reference and User Services Association’s (RUSA) reference performance guidelines and are found to be severely lacking in the qualities required for effective reference service. Recommendations are made within the context of positive library service to young adults, including recommendations on how to make virtual reference encounters with teens more responsive to their homework needs. (from the article)
Issue Date: 2005
Publisher: Graduate School of Library and Information Science. University of Illinois at Urbana-Champaign.
Citation Info: In Library Trends 54 (2) Fall 2005: 209-227.
Genre: Article
Type: Text
Language: English
ISSN: 0024-2594
Publication Status: published or submitted for publication
Rights Information: Copyright 2005 Board of Trustees of the University of Illinois.
Date Available in IDEALS: 2007-12-13

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