Deborah Meert

Bio: Deborah Meert is an academic researcher from McGill University. The author has contributed to research in topics: Search analytics & Online search. The author has an hindex of 2, co-authored 2 publications receiving 58 citations.

Measuring Quality in Chat Reference Consortia: A Comparative Analysis of Responses to Users’ Queries

Abstract: Academic libraries have experienced growing demand for 24/7 access to resources and services. Despite the challenges and costs of chat reference service and consortia, many libraries are finding the demand for these services worth the cost. One key challenge is providing and measuring quality of service, particularly in a consortia setting. This study explores the quality of service provided in one academic library participating in a 24/7 chat reference consortium, by assessing transcripts of chat sessions using in-house reference quality standards. Findings point to both similarities and differences between chat interactions of local librarians versus consortia staff.

A Systematic Review of Research on Live Chat Service

Abstract: The purpose of this study was to synthesize the research literature that has investigated library-based chat reference service. We define library-based chat reference as a synchronous, computer-based question answering service where users of the service ask question(s) which are answered by library employees or contracted agents. Following the methods for conducting a systematic review, we developed inclusion criteria for our data set and collected data from research on chat service dating from 1995 to January 2010. We limited our data to empirical research using established qualitative or quantitative methods. The final data set included 59 documents. We used White's (2001) digital reference service framework to guide our data analysis and unitized the data to the level of the research question(s) asked in each of the studies, resulting in 146 research questions. We focused the bulk of our analysis on the six categories of the framework where the research emphasis was strongest: parameters of the service; clients; parameters of the service; questions; question-answering process; response guidelines; staffing and training; and mission, objectives, statement of purpose. Our aim is to analyze the literature on chat service from a broad perspective to uncover larger themes and streams of knowledge. We believe that this perspective is relevant to those who are currently engaged in chat service in some capacity—academics, librarians, managers, and IT developers. Our research presents the collective knowledge in this area and provides groundwork for researchers as they explore new questions related to chat service. It unifies for practitioners a collection of findings about chat service to enhance and improve their practice. The results suggest areas of opportunity for managers who wish to further develop chat as a library service, and the results synthesize current understandings about chat service which may be useful for IT developers to extend and innovate chat technology in libraries.

Usage of Reference Management Software at the University of Torino

Abstract: The present research, originally a master thesis, aims to investigate the popularity and usage of Reference Management Softwares among researchers and scholars of the University of Torino, Italy, and the role that university libraries can assume about the subject. This study, based upon a qualitative approach, is a descriptive survey composed of an online questionnaire and direct interviews addressed to the population of professors and researchers of the STM areas at the University of Torino. A qualitative analysis was made across the 187 responses from the questionnaire and the 13 interviews performed. 7 key concepts were outlined and discussed. The knowledge of Reference Manage Softwares is high among the respondents, but their adoption is not. EndNote is the most known and used software, while other alternatives are more scarcely considered. Scholars, hindered by time issues, rely on old habits and are very unlikely to discover new ways to manage the literature they need. Virtual collaboration is absent from the common research practice.The research gives light on the users' behaviour in a large Italian university, confirming the results provided by the literature. Librarians should assist scholars by providing informations and support about the proper tools to improve the research process.

Users and citation management tools: use and support

Abstract: Purpose – As the number of citation management tools including Refworks and EndNote increased in recent years, academic libraries struggle to remain on top of new developments and support all of the tools used by their users. This paper seeks to address these issues. Design/methodology/approach – A librarian at the University of Illinois surveyed graduate students and faculty about which tools they use, reasons for tool adoption, features that influence adoption, and support they expect from their library. Findings – The results highlight that many users still use older tools including EndNote and RefWorks, but do have interests for and reasons to use new tools including Zotero and Mendeley and may not need as much library support as librarians believe. Originality/value – This is the first research paper on citation management use and can influence what products libraries use and the support they offer.

Library support of bibliographic management tools: a review

Abstract: Purpose – This study aims to review the current level of service and support provided for the bibliographic management applications, EndNote and RefWorks providing research libraries with a baseline for benchmarking their support of these tools.Design/methodology/approach – The 111 web sites of the Association for Research Libraries (ARL) academic libraries were systematically reviewed in 2009 for any information provided on the support for bibliographic management applications. This information was recorded and examined by type of library, US publicly supported college or university, US private college or university, or Canadian college or university.Findings – The majority of ARL libraries provide support for one or more of these applications with the largest percentage, 42 percent, providing support for both applications. The US privately supported colleges and universities were more likely to have licensed an application and to provide support for both applications. A large percentage of libraries pro...

Personal information and reference management : librarians’ increasing creativity

Abstract: Purpose – This column seeks to explore the potential of personal information management (PIM) and reference management to offer more than easy citation of information sources and the creation of bibliographies. The emphasis is on the role librarians and information professionals (hereafter referred to only as librarians) can play in raising awareness of the potential of PIM and reference management and issues to be considered. The end goal is increasing quality, productivity, collaboration and creativity in the use of information. Over the next few issues, the column will share impressions from personal research in the field of information behaviour and PIM, analysis from the subject literature, exploration of the software as such, and trends noted through various means.Design/methodology/approach – The column will be written against the background of research from information behaviour, information organisation, PIM and information curation, as well as alerts on software development in this regard and so...