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Teaching was more likely for research-related questions and when operators were graduate student workers, but less likely with paraprofessional staff. Chats featuring teaching were longer and showed higher user satisfaction, while teaching rates did not vary significantly by institutional affiliation, shift busyness, or user type. Findings support comparable teaching services in busy consortial settings and recommend operator training to emphasize teaching.",{"@graph":69,"@context":122},[70,84,105],{"@type":71,"itemListElement":72},"BreadcrumbList",[73,77,79,82],{"item":74,"name":75,"@type":76,"position":8},"https://docshare.wps.com","Home","ListItem",{"item":78,"name":9,"@type":76,"position":14},"https://docshare.wps.com/document/",{"item":80,"name":40,"@type":76,"position":81},"https://docshare.wps.com/document/research-report/",3,{"item":83,"name":65,"@type":76,"position":19},"https://docshare.wps.com/document/communications-in-information-literacy-issue-2-article/599236/",{"url":83,"name":65,"@type":85,"image":86,"author":91,"headline":65,"publisher":94,"fileFormat":97,"inLanguage":63,"description":67,"dateModified":98,"datePublished":99,"encodingFormat":97,"isAccessibleForFree":100,"interactionStatistic":101},"DigitalDocument",{"url":87,"@type":88,"width":89,"height":90},"https://docshare.wps.com/thumbnails/communications-in-information-literacy-issue-2-article/599236.png","ImageObject",300,407,{"name":92,"@type":93},"kopisore","Person",{"url":74,"name":95,"@type":96},"DocShare","Organization","application/pdf","2026-11-01","2026-10-15",true,{"@type":102,"interactionType":103,"userInteractionCount":39},"InteractionCounter",{"@type":104},"ViewAction",{"@type":106,"mainEntity":107},"FAQPage",[108,114,118],{"name":109,"@type":110,"acceptedAnswer":111},"What data did the study analyze to evaluate teaching in chat reference services?","Question",{"text":112,"@type":113},"The study analyzed 299 chat reference interactions from an academic library consortium, focusing on teaching behaviors and related chat characteristics.","Answer",{"name":115,"@type":110,"acceptedAnswer":116},"Which factors made teaching more or less likely during chat reference interactions?",{"text":117,"@type":113},"Teaching was more likely when the chat involved a research-related question and when the operator was a graduate student worker employed by the consortium, but less likely when the operator was a paraprofessional.",{"name":119,"@type":110,"acceptedAnswer":120},"How did teaching influence user satisfaction and did it vary by user type or shift busyness?",{"text":121,"@type":113},"Chats with teaching were longer and associated with higher user satisfaction scores. Teaching rates did not differ by institutional affiliation, shift busyness, or user type.","https://schema.org",{"og:url":83,"og:type":124,"og:title":65,"og:site_name":95,"og:description":67},"article",{"robots":126,"canonical":83},"index,follow",{"doc_id":128,"site_id":62},599236,1792616506,{"code":4,"msg":5,"data":131},{"doc_id":128,"user_id":132,"nickname":92,"user_avatar":133,"doc_module":4,"category_id":39,"category_name":40,"doc_title":65,"doc_description":67,"doc_content":134,"file_id":135,"file_url":136,"file_type":137,"file_size":138,"view_count":39,"is_deleted":4,"is_public":8,"is_downloadable":8,"audit_status":8,"page_count":139,"language":140,"language_code":63,"site_id":62,"html_lang":63,"table_of_contents":141,"faqs":142,"seo_title":143,"seo_description":67,"update_tm":144,"read_time":145},962090880963,"https://ap-avatar.wpscdn.com/davatar_6f874abed73319feea01a86fa6f0fab8","Communications in Information Literacy  \n\n| Volume 14  Issue 2 | Article 2 |\n| --- | --- |\n| 12-2020\u003Cbr>Teaching and User Satisfaction in an Academic Chat Reference Consortium\u003Cbr>Kathryn Barrett\u003Cbr>University of Toronto Scarborough Library, University of Toronto Libraries, [kathryn.barrett@utoronto.ca](kathryn.barrett@utoronto.ca)\u003Cbr>Judith Logan\u003Cbr>John P. Robarts Library, University of Toronto Libraries, [judith.logan@utoronto.ca](judith.logan@utoronto.ca)\u003Cbr>Sabina Pagotto\u003Cbr>Scholars Portal, Ontario Council of University Libraries, [sabina@scholarsportal.info](sabina@scholarsportal.info)\u003Cbr>Amy Greenberg\u003Cbr>Scholars Portal, Ontario Council of University Libraries, [amy@scholarsportal.info](amy@scholarsportal.info)\u003Cbr>Follow this and additional works at: [https://pdxscholar.library.pdx.edu/comminfolit](https://pdxscholar.library.pdx.edu/comminfolit)\u003Cbr>Let us know how access to this document benefits you. |  |\n\nRecommended Citation  \nBarrett, K., Logan, J., Pagotto, S., & Greenberg, A. (2020) . Teaching and User Satisfaction in an Academic Chat Reference Consortium. Communications in Information Literacy, 14 (2), 181–204 . [https://doi.org/](https://doi.org/)[ ](https://doi.org/)[10.15760/comminfolit.2020.14.2.2](10.15760/comminfolit.2020.14.2.2)  \nThis open access Research Article is distributed under the terms of the Creative Commons AttributionNonCommercial-ShareAlike 4.0 International License (CC BY-NC-SA 4 .0) . All documents in PDXScholar should meet accessibility standards. If we can make this document more accessible to you, contact our team.  \nTeaching and User Satisfaction in an Academic Chat Reference Consortium  \nKathryn Barrett, University of Toronto  \nJudith Logan, University of Toronto Sabina Pagotto, Ontario Council of University Libraries Amy Greenberg, Ontario Council of University Libraries  \nAbstract  \nThis study investigated 299 chat reference interactions from an academic library consortium for instances of teaching and compared these against other characteristics of the chat, such as question content, staff type, user status, user satisfaction, institutional affiliation, length, and shift busyness. Statistical analysis revealed that teaching was more likely to occur when the chat was a researchrelated question or when the operator was a graduate student worker employed by the consortium but less likely when the operator was a paraprofessional. Chats with teaching were longer but were also associated with higher user satisfaction scores. Teaching rates did not differ by institutional affiliation, shift busyness, or user type. These results indicate that busy consortial services can offer comparable teaching service to single-institution services. The researchers recommend updating operator training to better emphasize teaching to increase user satisfaction.  \nKeywords: chat reference, consortial service, teaching, user satisfaction, academic libraries  \nBarrett, K., Logan, J., Pagotto, S., & Greenberg, A. (2020). Teaching and user satisfaction in an academic chat reference consortium. Communications in Information Literacy, 14(2), 181–204.  \nTeaching and User Satisfaction in an Academic Chat Reference Consortium  \nLibrary staff must balance two competing priorities with each new reference interaction: 1) delivering resources to users and answering questions as expediently as possible and 2) emphasizing instruction and taking the time to teach research skills. Academic librarians are increasingly giving precedence to instruction, recognizing their responsibility to participate in the teaching missions of their institutions (Elmborg, 2002) . In response, academic librarians are expanding their teaching beyond the classroom and incorporating instruction into their reference work to help patrons become self-sufficient researchers.  \nAs teaching at the reference desk has become a widely accepted practice, attention has shifted to teaching in the online environment. Chat reference providers are well-position","cbCailJQwpWJARF3","https://ap.wps.com/l/cbCailJQwpWJARF3","pdf",260732,25,"English","# Abstract\n## Teaching in Reference\n## Literature Review\n## Study Questions","[{\"question\":\"What data did the study analyze to evaluate teaching in chat reference services?\",\"answer\":\"The study analyzed 299 chat reference interactions from an academic library consortium, focusing on teaching behaviors and related chat characteristics.\"},{\"question\":\"Which factors made teaching more or less likely during chat reference interactions?\",\"answer\":\"Teaching was more likely when the chat involved a research-related question and when the operator was a graduate student worker employed by the consortium, but less likely when the operator was a paraprofessional.\"},{\"question\":\"How did teaching influence user satisfaction and did it vary by user type or shift busyness?\",\"answer\":\"Chats with teaching were longer and associated with higher user satisfaction scores. Teaching rates did not differ by institutional affiliation, shift busyness, or user type.\"}]","Communications in Information Literacy - Issue 2 - Article | PDF",1792088398,63]