ALA Conference 2004
RUSA 10th Reference Research Forum
June 27, 2004
“Hmmm... Just a Moment While I Keep Looking.”
Interpersonal Communication in Chat Reference
Marie Radford
Acting Dean, Pratt Institute
SLIS
Joe Thompson
Project Coordinator: Maryland AskUsNow!
Baltimore County Public Library
Note: This was presented by Joe Thompson immediately following the research results presented by Marie Radford.
Refresher Training topics have included:
•Model behaviors, through review of transcripts
•Neutral questioning, modified for chat
•Legal reference
•Answering follow-up questions
•Review of 24/7 Reference Software