Online reference allows libraries to join cooperatives in which other librarians provide chat reference when local librarians are not available. As the future brings more cross institutional collaboration, how do we know that cooperative chat is effective for our patrons? Librarians developed a rubric to assess chat transcripts for the quality of services provided by librarians outside their institution. Presenters will share the results of their assessment, the steps they took to develop the assessment questions, the rubric used, the assessment process, and lessons learned. Attendees will develop an understanding of how to assess reference for quality to improve services.
Ferer, Elise and Lege Matsuura, Jennifer, "Crafting the Future of Chat Reference: Assessing for Quality in Cooperative Chat Reference" (2023). Library Scholarship. 77.