Why users choose chat: A survey of behavior and motivations

Research output: Contribution to journalReview articlepeer-review


Chat reference is last becoming a standard offering in the suite of reference services academic libraries provide. But much still needs to be learned about the motivations users have for choosing chat services, and what sorts of research they are doing online at the moment that they choose to go to chat reference for help. This study analyzes the results of a user survey that asks what users are doing before they choose chat, why they decided to choose chat, and their overall satisfaction with the service.

Original languageEnglish (US)
Pages (from-to)29-46
Number of pages18
JournalInternet Reference Services Quarterly
Issue number1
StatePublished - Jun 3 2005


  • Chat
  • Online
  • Reference
  • User behavior
  • User survey
  • Virtual

ASJC Scopus subject areas

  • Library and Information Sciences


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