id	author	title	date	pages	extension	mime	words	sentence	flesch	summary	cache	txt
crl-16095	Maximiek, Sarah; Rushton, Erin; Brown, Elizabeth	Coding into the Great Unknown: Analyzing Instant Messaging Session Transcripts to Identify User Behaviors and Measure Quality of Service	2010-07-01	14	.pdf	application/pdf	6254	331	54	In 2005 the libraries’ DRC was charged with initiating IM reference service at the Bartle Library and Science Library. There is belief among some researchers that these techniques alter desk behaviors of both patron and librarian.2 Less intrusive methods for evaluating reference services became possible through the availability of e-mail and chat transcripts.	cache/crl-16095.pdf	txt/crl-16095.txt