id	author	title	date	pages	extension	mime	words	sentence	flesch	summary	cache	txt
crl-16479	Maloney, Krisellen; Kemp, Jan H.	Changes in Reference Question Complexity Following the Implementation of a Proactive Chat System: Implications for Practice	2015	16	.pdf	application/pdf	8170	323	45	Oakleaf provides an overview of a number of studies in which transcripts show that most (more than 80%) of questions received at the reference desk involve at least some element of instruction.40 Duncan and Gerrard found that more than 45 percent of chat reference questions were related to research.41 These findings reinforce stud- ies of the research process conducted by Kulhthau, which reveal that “students need considerable guidance and intervention throughout the research process to construct a personal understanding. Continued decreases in the number and complexity of reference questions have all but ended the debate; many academic libraries no longer staff service points with professional librar- ians.	cache/crl-16479.pdf	txt/crl-16479.txt