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1 – 10 of over 10000This paper aims to unveil the general nature of virtual chat groups in multi-ethnic societies like Nigeria towards knowing whether and how diversity inclusiveness codes of conduct…
Abstract
Purpose
This paper aims to unveil the general nature of virtual chat groups in multi-ethnic societies like Nigeria towards knowing whether and how diversity inclusiveness codes of conduct are encouraged and managed among virtual chat group participants.
Design/methodology/approach
Data in this research was collected via five virtual focus groups of five to eight discussants each and was complemented by virtual field surveys. Responses were validated through verification of registered personal mobile phone numbers. Each design was implemented to cover Nigeria’s six geopolitical zones. The research was broadly framed – according to the uses and gratification theory, social inclusion hypothesis and utilitarian theory of ethics.
Findings
The research shows how virtual chat groups can enhance understanding of diversities. However, virtual chat-group outcomes are better managed if anticipated gratifications are predictable and based on the utilization of stated conduct codes.
Research limitations/implications
Given Nigeria’s vast population, the sample size for this study is not adequate nor systematic enough towards generalizations. However, the diverse background of focus group discussants enhances the vista for understanding inclusive virtual chats in diverse societies. Moreover, the instruments of research data collection were validated.
Practical implications
This research points out that virtual chat groups’ codes of conduct are most effective when participants can anticipate collective gratifications. However, firmness and fairness in the implementation of code of conduct principles are essential for long-term virtual group chat sustenance.
Social implications
Code of conduct principles are essential for the long-term virtual chat group sustenance. When this is achieved, some of the social problems of Nigeria may be solved, and the social, ethnic and religious differences may not hinder the proper development of the country.
Originality/value
The research exposes the nature and role of virtual chat group communication inclusivity codes of conduct amidst participants’ demographic diversity.
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Harold Goss and Emy Nelson Decker
This article aims to detail the incorporation of student assistants into a newly implemented chat service. It details the approaches used for training students and developing the…
Abstract
Purpose
This article aims to detail the incorporation of student assistants into a newly implemented chat service. It details the approaches used for training students and developing the chat repertoire.
Design/methodology/approach
This article reviews the existing literature on the topics of student assistants participating in library reference services and peer-to-peer engagement. It then details the first step of the transition process used for moving primary chat monitoring responsibility to library student assistants and away from staff and librarians as it existed previously.
Findings
Incorporating student assistants into the chat rotation was beneficial to the libraries and to the students participating in the chat service. While librarians and staff enjoyed help in covering the hours, student assistants learned research skills on the job that would potentially assist them in completing their course assignments.
Originality/value
Utilizing student assistants in library chat services is becoming increasingly popular with budget cuts and the scheduling demands that continue to grow for librarians and library staff. This article provides context for incorporating students and shows the value that the students receive via their participation in a chat service.
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Graeme McLean, Kofi Osei-Frimpong, Alan Wilson and Valentina Pitardi
By adopting a social presence theory perspective, this study aims investigate the influence of perceived usefulness of live chat services and of their unique human attributes on…
Abstract
Purpose
By adopting a social presence theory perspective, this study aims investigate the influence of perceived usefulness of live chat services and of their unique human attributes on customer attitudes, beliefs and behaviours in the context of online travel shopping.
Design/methodology/approach
Based on a cross-sectional survey research involving 8 travel provider websites and 631 travel consumers, this work applies structural equation modelling to analyse the data.
Findings
The results illustrate that the perceived usefulness from the communication with a human live chat assistant positively influences customer attitudes and trust towards the website as well as increasing purchase intention. The findings further illustrate the role of the human social cues conveyed by live chat facilities, namely, human warmth, human assurance, human attentiveness and human customised content in positively moderating this effect.
Research limitations/implications
The study is limited to specific human attributes. Future research could investigate the role of other human characteristics as well as assess the ability of artificial intelligent powered chatbots in replicating the human elements outlined in this research.
Originality/value
The study provides a unique contribution to the travel literature by offering empirical insights and conceptual clarity into the usefulness of human operated live chat communication on travellers’ attitudes, trust towards the website and purchase intentions.
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Jonna Pauliina Koponen and Saara Rytsy
Currently, online chat is in common use in e-commerce. By adding social interaction to the online context, companies hope to increase customers’ purchasing intentions. However…
Abstract
Purpose
Currently, online chat is in common use in e-commerce. By adding social interaction to the online context, companies hope to increase customers’ purchasing intentions. However, previous studies have not investigated how social presence is embedded in online business-to-business (B2B) chat conversations between buyers and sellers. Moreover, the functions of online chat in B2B sales have not been investigated.
Design/methodology/approach
The data was collected at a case company over the course of four years, from which the authors analyzed 157 online chat conversations between buyers (n = 157) and sellers (n = 9) with a theory-driven thematic analysis. In addition, data from the company’s customer relationship management system was collected to specify buyer types.
Findings
The results reveal that social presence was embedded in online B2B chat via buyers’ interactive, affective and relationship maintenance responses. Social presence differed depending on the type of buyer, with only existing customers having relationship maintenance responses. E-commerce B2B chat functions can be described as multiple and changing depending on the buyer–seller relationship stage.
Research limitations/implications
Having data only from one case company limits the results to one type of industry.
Practical implications
The results can be used in sales training and when developing online chat services.
Originality/value
Results bring scientific utility to B2B sales and marketing research, as the authors build a bridge between social presence, the existing theoretical model on B2B buyer–seller relationship development and online chat as a communication medium. Other researchers may use this understanding when exploring B2B buyer–seller interaction in different digitalized communication media.
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Margie Ruppel and Amy Vecchione
The purpose of this paper is to discover how college students perceive text messaging reference (SMS), chat reference, and face‐to‐face reference services.
Abstract
Purpose
The purpose of this paper is to discover how college students perceive text messaging reference (SMS), chat reference, and face‐to‐face reference services.
Design/methodology/approach
The authors administered surveys about chat, text messaging (SMS), and face‐to‐face reference to students enrolled in a one‐credit library skills course. Survey results focus on users' willingness to return, their perceptions of chat and text messaging (SMS) reference, and the reasons they choose to utilize different communication mediums for reference service.
Findings
College students value the availability of high‐quality, quick, convenient, personalized reference assistance, regardless of medium used.
Practical implications
Academic libraries can personalize reference services, but also need to offer ways for patrons to ask questions anonymously.
Social implications
Robust communication contributes to the perceived usefulness and success of library reference services. Effective reference service provided at the point‐of‐need helps build positive student‐librarian relationships.
Originality/value
This study aims to contribute to reference services research by bringing new technology into consideration. It focuses on two technologies (chat and SMS reference) in light of another available method (in‐person reference desk). This study is based on a 2002 study about patron perceptions of chat reference (Ruppel and Fagan), which is compared to the current study's results.
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Danielle Hinton and Lou McGill
The University of Leicester Library’s Distance Learning Unit identified Internet Chat software as an exciting new option to support their enquiry service for distance learning…
Abstract
The University of Leicester Library’s Distance Learning Unit identified Internet Chat software as an exciting new option to support their enquiry service for distance learning students based all over the world. A trial service began in October 2000, using ‘HumanClick’software. Chat Icons were displayed on appropriate web pages, which offer a direct link to a librarian, or the opportunity to send an email message if the service is not staffed at that time. Students do not have to download any software to access the service and the librarian can deal with several chat requests at the same time. The ‘HumanClick’software allows the librarian to track where the enquirer is on the web site and allows them to ‘push’ relevant web pages to them. The trial revealed that chat has great potential for providing an alternative method of communication with students as a distance, but does require experience and patience to make the students feel comfortable with this new method. Library staff training and practice was vital to the success of interactions and it became evident that certain types of enquiry were more suited to this method than others.
Wyoma van Duinkerken, Jane Stephens and Karen I. MacDonald
The purpose of this paper is to compare established reference interview guidelines (RUSA) with actual reference provider behaviors in remote reference transactions. The data is…
Abstract
Purpose
The purpose of this paper is to compare established reference interview guidelines (RUSA) with actual reference provider behaviors in remote reference transactions. The data is used to argue that specific reference interview “best practice standards” should be developed for remote access reference services.
Design/methodology/approach
Remote reference transactions were examined for evidence of adherence, or not, to the RUSA guidelines and behaviors. The transcripts were also coded for showing evidence, or not, of user satisfaction.
Findings
Data from 1,435 virtual reference transcripts shows that in 82 percent of the reference sessions the user found the information needed. Analysis also shows that librarian compliance with RUSA‐recommended reference interview behaviors, especially in the areas of listening/inquiring and searching is frequently poor – possibly due to time constraints.
Research limitations/implication
This study adds to the empirically‐based knowledge on the reference interview process and virtual reference services.
Practical implication
Reference policies and procedures can be modified to accommodate patrons based on type of reference access. Education and training of reference staff can be customized to meet patron needs.
Originality/value
This paper develops a methodology for evaluating the reference interview in a virtual reference transaction and suggests modification of the RUSA reference interview guidelines for remote access reference services.
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Live chat e-service provides a communication platform for online customers to make information inquiries and receive instantaneous assistance from a service representative. It is…
Abstract
Purpose
Live chat e-service provides a communication platform for online customers to make information inquiries and receive instantaneous assistance from a service representative. It is important for organizations to explore ways to improve their live chat e-service. The purpose of this paper is to propose a new organization–customer communication model (Schema Resonance Model), explicate how schema resonance can be achieved in live chat e-service, and investigate the impact of schema resonance on live chat e-service effectiveness, efficiency, customer satisfaction and intention of continued use.
Design/methodology/approach
A post-test only, between-subjects experiment was conducted. A total of 409 participants completed the experiment sessions, and 389 of these participants were used in the analysis.
Findings
Research results suggest schema resonance could improve the time efficiency of the live chat e-service while maintaining e-service effectiveness. Schema resonance could increase customer satisfaction with the overall e-service, the communication approach used by the representative and the information provided.
Research limitations/implications
Because a convenience sample was used in the experiment, results cannot be generalized to all live chat e-service users. Future research should include observation of real-world organization–customer live chat e-service sessions.
Practical implications
Organizations can consider applying the Schema Resonance Model in live chat e-service practices to enhance customer satisfaction and increase representatives’ service productivity.
Originality/value
This research proposes and tests a new organization–customer communication model to explore how organizations can improve live chat e-service in response to customers’ information inquiries.
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Increasing the ethicality of a project and the usefulness of the data enhances the probability that social good will result from the research; a combination of ethical and…
Abstract
Increasing the ethicality of a project and the usefulness of the data enhances the probability that social good will result from the research; a combination of ethical and methodological soundness is therefore crucial. From 1999‐2002 I conducted a qualitative study of women’s, men’s, and mixed Internet chat room conversations. In this article, I discuss the particular ethical issues that arose, outlining my ethical decision‐making process within the context of current debates. I also describe the methodological concerns, demonstrating why a synthesized method responsive to the advantages and disadvantages of cyberspace was necessary, and how the data were enhanced by this choice of method and by certain characteristics of cyberspace. In discussing the details of my study, my overall goal is to provide an assessment of the social good of the project with a view to increasing the probability of more ethical and useful Internet‐based research outcomes more generally.
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In fall 2002, Illinois State University librarians surveyed their e‐mail and chat reference patrons to determine how they feel about the services and how the services might be…
Abstract
In fall 2002, Illinois State University librarians surveyed their e‐mail and chat reference patrons to determine how they feel about the services and how the services might be improved. The survey also attempted to identify the extent to which the services are used in conjunction with more traditional reference venues. While most electronic reference services utilize brief “pop‐up” forms to survey patrons, Illinois State patrons were invited via e‐mail to complete a more extensive online survey form. Approximately 400 patrons were surveyed, and a response rate of 17 percent was achieved. Results indicate a high level of satisfaction with electronic reference, the desirability of retaining both services despite the more immediate need of chat, and the need to cross‐market reference services. Survey participation suggests that use of e‐mail and online forms to survey electronic reference patrons may be effective in the case of e‐mail reference, but not chat.
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