"Are We Getting Warmer?" Query Clarification in Live Chat Virtual Reference.

The article discusses the use of virtual reference services (VRS) in libraries, focusing on the process of query clarification in live chat scenarios. It presents a study of live chat transcripts between reference librarians and library users, offering qualitative analysis of transcripts from the cooperative reference service QuestionPoint, from the Online Computer Library Center (OCLC). The study reports on the actions of both librarians and researchers in clarifying information during the searching process. Topics include differences between VRS and face-to-face (FTF) reference services, the ratio of self-generated queries against imposed queries, and the accuracy of queries.