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	14	.pdf	application/pdf	6254	295	51	In 2005 the libraries’ DRC was charged with initiating IM reference service at the Bartle Library and Science Library. The factors that the DRC decided to study included: a. Demographics b. Session length c. Session by day and time d. Types of reference questions e. Resources used to answer question f. RUSA guidelines for behavioral performance g. Correctness and completeness of answer Methodology After finalizing which factors to evalu- ate, a system was created for data input and analysis.	cache/crl-16095.pdf	txt/crl-16095.txt