Krisellen Maloney|Jan H. Kemp
Changes in Reference Question Complexity Following the Implementation of a Proactive Chat System: Implications for Practice
The University of Texas at San Antonio|The University of Texas at San Antonio
longstanding debate whether level complexity questions received reference desks via online chat services requires librarians expertise continued decreases number complexity reference questions ended debate many academic libraries longer staff service points professional librarians however convenient proactive online chat services could reverse trends paper provides results study reference question complexity following implementation proactive chat service study reveals changes complexity chat questions may implications staffing online reference services