{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,6,10]],"date-time":"2026-06-10T15:51:57Z","timestamp":1781106717542,"version":"3.54.1"},"reference-count":10,"publisher":"IGI Global Scientific Publishing","issue":"2","content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2010,4,1]]},"abstract":"<p>Chat reference is becoming more common and it is important to be able to effectively judge user satisfaction with the results they receive. The behaviors the reference librarian should use to ensure that users are satisfied with chat reference sessions must also be determined. In this paper, the authors indicate that many of these behaviors could be mapped to the virtual environment with great success. The purpose of this paper is to describe and explain the methodology, which is a mixture of qualitative and quantitative methods, to allow others to adapt this methodology to their own situations.<\/p>","DOI":"10.4018\/jdsst.2010040104","type":"journal-article","created":{"date-parts":[[2010,6,30]],"date-time":"2010-06-30T20:07:23Z","timestamp":1277928443000},"page":"36-41","source":"Crossref","is-referenced-by-count":0,"title":["Using Transaction Logs to Study the Effectiveness of Librarian Behaviors on User Satisfaction in a Virtual Setting"],"prefix":"10.4018","volume":"2","author":[{"given":"Nahyun","family":"Kwon","sequence":"first","affiliation":[{"name":"University of South Florida, USA"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Vicki L.","family":"Gregory","sequence":"additional","affiliation":[{"name":"University of South Florida, USA"}],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"2432","reference":[{"key":"jdsst.2010040104-0","first-page":"105","article-title":"Assessing Reference Behaviors with Unobtrusive Testing","author":"J. N.Gatten","year":"2001","journal-title":"Library Evaluation: A Casebook and Can-Do Guide"},{"key":"jdsst.2010040104-1","first-page":"32","article-title":"Improving Reference Performance: Results of a Statewide Study.","volume":"110","author":"R.Gers","year":"1985","journal-title":"Library Journal"},{"key":"jdsst.2010040104-2","unstructured":"\u201cGuidelines for Behavioral Performance of Reference and Information Services Professionals.\u201d (1996). Reference and User Services Quarterly, 36(2), 200-203."},{"key":"jdsst.2010040104-3","unstructured":"http:\/\/archive.ifla.org\/VII\/s36\/pubs\/drg03.htm"},{"key":"jdsst.2010040104-4","unstructured":"http:\/\/www.ala.org\/ala\/mgrps\/divs\/rusa\/resources\/guidelines\/guidelinesbehavioral.cfm"},{"key":"jdsst.2010040104-5","unstructured":"International Federation of Library Associations and Institutions. (n.d.). Reference and Information Services Section. IFLA Digital Reference Guidelines. Retrieved May 15, 2009, from"},{"issue":"2","key":"jdsst.2010040104-6","first-page":"33","article-title":"The Effects of Librarians' Behavioral Performance on User Satisfaction in Chat Reference Services.","volume":"46","author":"N.Kwon","year":"2007","journal-title":"Reference and User Services Quarterly"},{"key":"jdsst.2010040104-7","unstructured":"Reference and User Services Association. (2004, June). Guidelines for Behavioral Performance of Reference and Information Service Providers. Retrieved May 15, 2009, from"},{"key":"jdsst.2010040104-8","unstructured":"Saxton, M. L. (2000). Evaluation of Reference Service in Public Libraries Using a Hierarchical Linear Model: Applying Multiple Regression Analysis to a Multi-Level Research. Unpublished doctoral dissertation, University of California, Los Angeles, CA."},{"key":"jdsst.2010040104-9","author":"M. L.Saxton","year":"2002","journal-title":"Understanding Reference Transactions: Transforming an Art into a Science"}],"container-title":["International Journal of Decision Support System Technology"],"original-title":[],"language":"ng","link":[{"URL":"https:\/\/www.igi-global.com\/viewtitle.aspx?TitleId=43909","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2022,6,1]],"date-time":"2022-06-01T21:25:38Z","timestamp":1654118738000},"score":1,"resource":{"primary":{"URL":"https:\/\/services.igi-global.com\/resolvedoi\/resolve.aspx?doi=10.4018\/jdsst.2010040104"}},"subtitle":["A Mixed-Method Approach"],"short-title":[],"issued":{"date-parts":[[2010,4,1]]},"references-count":10,"journal-issue":{"issue":"2","published-print":{"date-parts":[[2010,4]]}},"URL":"https:\/\/doi.org\/10.4018\/jdsst.2010040104","relation":{},"ISSN":["1941-6296","1941-630X"],"issn-type":[{"value":"1941-6296","type":"print"},{"value":"1941-630X","type":"electronic"}],"subject":[],"published":{"date-parts":[[2010,4,1]]}}}