| This dissertation addresses a lack of knowledge about chat reference and location-based questions and the implications of this lack of knowledge on chat reference consortia. Chat reference and location-based questions refers to the question-negotiation process in the chat mode of responding to users' location-based questions. In one statewide chat reference consortium, Ask a Librarian, users are able to pose questions to any information provider from 103 participating information agencies. In turn, any agency's information provider is able to respond to questions from any user. This situation creates a scenario whereby in order to respond to a location-based question, an information provider must determine the location or locations in the question to formulate a correct response. Additionally, because local information providers are closer in proximity and more familiar with a location or locations within his or her same county, he or she may provide a higher correct response fill rate to location-based questions than a non-local information providers. This study's methodology utilizes content analysis, quantitative analysis, focus groups, and unobtrusive testing to address research questions that explore the types of location-based questions, the question-negotiation process in the chat mode of responding to these questions, and the correct response fill rate of consortium information providers. Practical recommendations from this study include populating the consortium's knowledge base with local knowledge, especially information about participating information agencies. Findings indicate that chat consortia may overcome the potential weakness of location-based questions (i.e., referral, incorrect response) if participating information agencies improve their online dissemination of local knowledge related to frequently asked location-based questions. |
