{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,8,2]],"date-time":"2025-08-02T17:52:06Z","timestamp":1754157126650,"version":"3.41.2"},"reference-count":7,"publisher":"Emerald","issue":"1","license":[{"start":{"date-parts":[[2013,3,1]],"date-time":"2013-03-01T00:00:00Z","timestamp":1362096000000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2013,3,1]]},"abstract":"Purpose<\/jats:title>Librarians respond to staffing L\u2010net, Oregon's statewide reference chat service, in different ways. The aim of this paper is to create a survey to look for ways to improve the statewide service and improve the experience of chat librarians (as well as patrons).<\/jats:p><\/jats:sec>Design\/methodology\/approach<\/jats:title>The authors surveyed L\u2010net librarians to learn their thoughts and satisfaction with answering L\u2010net chat questions. They collected anonymous survey data via PSU's web survey software (Qualtrics). The survey instrument was a mixture of qualitative and quantitative questions. The survey consisted of 29 questions.<\/jats:p><\/jats:sec>Findings<\/jats:title>While the literature has many articles regarding patron satisfaction with chat reference, there is a dearth of articles regarding librarian satisfaction with chat. It was found that nearly a quarter of librarians said they did not answering chat questions on L\u2010net. A total of 76 percent indicated they had received written abuse. Swearing was the number one complaint at 28 percent, followed by sexual comments and rude remarks, which tied at 17 percent. One obvious problem seems to be the anonymity of the service and the way chat can serve as an outlet for youth learning boundaries.<\/jats:p><\/jats:sec>Originality\/value<\/jats:title>While many studies have been done on patron satisfaction, few have studied librarian satisfaction in staffing virtual reference.<\/jats:p><\/jats:sec>","DOI":"10.1108\/07378831311303921","type":"journal-article","created":{"date-parts":[[2013,2,21]],"date-time":"2013-02-21T14:45:37Z","timestamp":1361457937000},"page":"42-63","source":"Crossref","is-referenced-by-count":3,"title":["From exhaustion to exhilaration: assessing librarian job satisfaction with virtual reference"],"prefix":"10.1108","volume":"31","author":[{"given":"Arthur","family":"Hendricks","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Sherry","family":"Buchanan","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"140","reference":[{"key":"key2022021119454344800_b1","doi-asserted-by":"crossref","unstructured":"Barbier, P. and Ward, J. (2010), \u201cBest practices in chat reference used by Florida's Ask a Librarian virtual reference librarians\u201d, The Reference Librarian, Vol. 51 No. 1, pp. 53\u201068.","DOI":"10.1080\/02763870903361854"},{"key":"key2022021119454344800_b2","unstructured":"Connaway, L. and Radford, M. (2011), \u201cSeeking synchronicity: revelations and recommendations for virtual reference\u201d, OCLC Research, Dublin, OH, available at: www.oclc.org\/reports\/synchronicity\/default.htm."},{"key":"key2022021119454344800_b3","doi-asserted-by":"crossref","unstructured":"Hurst, S. and Shrimplin, A. (2007), \u201cA virtual standoff \u2013 using Q methodology to analyze virtual reference\u201d, Evidence Based Library and Information Practice, Vol. 2 No. 4, pp. 4\u201021.","DOI":"10.18438\/B8630N"},{"key":"key2022021119454344800_b4","doi-asserted-by":"crossref","unstructured":"Janes, J. (2002), \u201cDigital reference: reference librarians' experiences and attitudes\u201d, Journal of the American Society for Information Science and Technology, Vol. 53 No. 7, pp. 549\u201066.","DOI":"10.1002\/asi.10065"},{"key":"key2022021119454344800_b5","unstructured":"Janes, J. and Hill, C. (2002), \u201cFinger on the pulse: librarians describe evolving reference practice in an increasingly digital world\u201d, Reference & User Services Quarterly, Vol. 42 No. 1, pp. 54\u201065."},{"key":"key2022021119454344800_b6","doi-asserted-by":"crossref","unstructured":"Kresh, D. (2002\/2003), \u201cVirtually yours: thoughts on where we have been and where we are going with virtual reference services in libraries\u201d, The Reference Librarian, Vol. 79\/80, pp. 19\u201034.","DOI":"10.1300\/J120v38n79_02"},{"key":"key2022021119454344800_b7","doi-asserted-by":"crossref","unstructured":"Long, C. and Steiner, S. (2007), \u201cWhat are we afraid of? A survey of librarian opinions and misconceptions regarding instant messenger\u201d, The Reference Librarian, Vol. 47 No. 1, pp. 31\u201050.","DOI":"10.1300\/J120v47n97_05"}],"container-title":["Library Hi Tech"],"original-title":[],"language":"en","link":[{"URL":"http:\/\/www.emeraldinsight.com\/doi\/full-xml\/10.1108\/07378831311303921","content-type":"unspecified","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/07378831311303921\/full\/xml","content-type":"application\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/07378831311303921\/full\/html","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,7,24]],"date-time":"2025-07-24T23:34:07Z","timestamp":1753400047000},"score":1,"resource":{"primary":{"URL":"http:\/\/www.emerald.com\/lht\/article\/31\/1\/42-63\/268379"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2013,3,1]]},"references-count":7,"journal-issue":{"issue":"1","published-print":{"date-parts":[[2013,3,1]]}},"alternative-id":["10.1108\/07378831311303921"],"URL":"https:\/\/doi.org\/10.1108\/07378831311303921","relation":{},"ISSN":["0737-8831"],"issn-type":[{"type":"print","value":"0737-8831"}],"subject":[],"published":{"date-parts":[[2013,3,1]]}}}