Voida et al: Interviewing over instant messaging
Pointed out on Mathemagenic
A Voida, ED Mynatt, T Erickson, and WA Kellogg. "Interviewing Over Instant Messaging." Presented at the ACM SIGCHI Conference on Human Factors in Computing Systems held in Vienna April 24 - 29, 2004. p. 1344-7. (Mathemagenic points here
for non-ACM subscribers)
The authors don't refer to the significant literature on conducting virtual reference interviews. Nevertheless, there are some points here that might be worth looking into.
- does it hurt trust to post canned responses without a suitable delay to indicate you've processed the question
- do people scroll up through the conversation when responding to questions
- how do virtual reference librarians deal with customers who mult-task? Do customers expect librarians to multi-task?