Applying RUSA Guidelines in the Analysis of Chat Reference Transcripts

The James C. Kirkpatrick Library at Central Missouri State University launched a chat reference service in 2002. To analyze the effectiveness of this service, the transcripts of 100 chat reference sessions were examined. ALA's RUSA Guidelines for Behavioral Performance of Reference and Information Service Providers were used as an evaluation tool. Our analysis has provided insights into the current state of our service and how it can be improved. The analysis also demonstrated that when chat reference sessions are conducted effectively, the user leaves the session with direction toward the information needed and with a positive impression of library service.