Stats Don't Tell the Whole Story: Using Qualitative Data Analysis of Chat Reference Transcripts to Assess and Improve Services.
In the five years following implementation of a chat reference service at James Madison University (JMU), the service proved very popular but was not closely assessed for quality of service. Using grounded theory and qualitative data analysis techniques, a comprehensive assessment effort was begun i...
| Publicado en: | Journal of Library & Information Services in Distance Learning Vol. 11; no. 1/2; pp. 25 - 37 |
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| Formato: | research tables/charts Journal Article |
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Taylor & Francis Ltd
Jan-Jun2017
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| Acceso en línea: | Ver este registro en EBSCOhost |