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Vol.25 No.2
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Motivators and Demotivators of Chat Reference Service

Journal of the Korean Society for Information Management / Journal of the Korean Society for Information Management, (P)1013-0799; (E)2586-2073
2008, v.25 no.2, pp.115-125
https://doi.org/10.3743/KOSIM.2008.25.2.115

(2008). Motivators and Demotivators of Chat Reference Service. Journal of the Korean Society for Information Management, 25(2), 115-125, https://doi.org/10.3743/KOSIM.2008.25.2.115
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Abstract

The purpose of this study was to discover the factors which motivate academic library users to use chat reference service and which demotivate academic library users to use chat reference service. To achieve the study purposes, this study conducted interview with the selected participants (Information Studies graduate students at Florida State University(FSU)) through email in April and May 2007. This study found that 1) convenience, 2) anonymity, and 3) inexpensiveness of the service served as incentives(motivators) for chat reference service consumers to use the service. On the other hand, chat reference service consumers mentioned the following factors as obstacles (demotivators) for using the service: 1) waiting time, 2) accessibility, 3) interface design, and 4) difficulties with expressing themselves in a virtual space.

keywords
chat reference service, user motivation, user demotivators, academic libraries, 채팅을 통한 정보봉사, 이용자 동기화요인, 이용자 비동기화요인, 대학도서관

Reference

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Lynn Westbrook. (2007). Chat reference communication patterns and implications: applying politeness theory. Journal of Documentation, 63(5), 638-658.

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Jeffrey Pomerantz. (2006). Motivations and uses: Evaluating virtual reference service from the users’ perspective. Library & Information Science Researc, 28, 350-373.

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Maurice P. Marchant. (1991). What Motivate Adult Use of Public Libraries?. Library & Information Science Research, 13, 201-235.

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Journal of the Korean Society for Information Management

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