Relational Communication in Chat Reference

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Relational Communication in Chat Reference
Marie L. Radford and Lynn Silipigni
Connaway New Jersey Communication
Association Montclair State University, NJ March
25, 2006
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Author Information Marie L. Radford,
Ph.D. Associate Professor, Rutgers University,
SCILS Email mradford_at_scils.rutgers.edu www.scils.
rutgers.edu/mradford Lynn Silipigni Connaway,
Ph.D. Consulting Research Scientist Email
connawal_at_oclc.org www.oclc.org/research/staff/conn
away.htm
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Interpersonal Dimensions of Chat Research Stream
S.S. Green Award 44 transcripts (courtesy
LSSI) Maryland AskUsNow! 245 transcripts
(courtesy Maryland AskUsNow! Statewide
Consortium) Library Lawline 113 transcripts
(courtesy NELLCO Regional Consortium) Seeking
Synchronicity IMLS Grant Rutgers
OCLC Todays presentation 177 transcripts
(24/7, National International) Additional
1000 transcripts (QuestionPoint 24/7)
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24/7 Transcript Analysis

• Generated random sample
• July 7, 2004 through June 27, 2005
• 263,673 sessions
• 200 total
• 177 usable transcripts
• Excluding system tests and technical problems

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• Classification Methodology
• Qualitative Analysis
• Development/refinement of
• category scheme
• Careful reading/analysis
• Identification of patterns
• Time intensive, but reveals complexity

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Theoretical Framework

• Watzlawick, Beavin Jackson (1967)
• (Pragmatics of Human Communication)
• All messages have both a content and relational
  dimension.
• Content Information (WHAT)
• Relational Relationship Aspects (HOW)

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• Research Questions
• Interpersonal Communication Analysis
• What relational dimensions are present?
• Are there differences in relational
  dimensions/patterns of chat users librarians?
  
• If so, what are they?
• How do users librarians compensate for lack
  of nonverbal cues?
• What is the relationship between content
  relational dimensions in determining quality?

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Results Interpersonal Communication Analysis 2
Major Themes

• Relational Facilitators
• Interpersonal aspects of the chat conversation
  that have a positive impact on the
  librarian-client interaction and that enhance
  communication.
• Relational Barriers
• Interpersonal aspects of the chat conversation
  that have a negative impact on the
  librarian-client interaction and that impede
  communication.

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Librarian Relational Factors (1-200)
Librarian Relational Facilitators
n177 transcripts
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Client Relational Facilitators
n177 transcripts
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Comparison Relational Facilitators
n177 transcripts
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Librarian Relational Barriers
n177 transcripts
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Client Relational Barriers
n177 transcripts
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Comparison of Relational Barriers
n177 transcripts
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End Notes

• This is one of the outcomes from the project
  Seeking Synchronicity Evaluating Virtual
  Reference Services from User, Non-User, and
  Librarian Perspectives.
• Funded by IMLS, Rutgers University and OCLC,
  Online Computer Library Center.
• Project web site http//www.oclc.org/research/pro
  jects/synchronicity/