id	author	title	date	pages	extension	mime	words	sentence	flesch	summary	cache	txt
crl-23611	Logan, Judith; Barrett, Kathryn; Pagotto, Sabina	Dissatisfaction in Chat Reference Users: A Transcript Analysis Study	2019	20	.pdf	application/pdf	13081	439	58	Kwon and Gregory’s seminal work found that “listening to questions in a cordial and receptive manner” was significantly associated with user satisfaction as expressed in exit surveys.10 A peer assessment of chat transcripts at the University of Kansas showed that the majority had exemplary courtesy (73.1% in 2015 and 65.9% in 2016) and concluded that Dissatisfaction in Chat Reference Users 927 this behavior was important to an interaction’s success.11 A study at a large-scale consortial academic virtual reference service in Ontario, Canada found that tone significantly correlated with satisfaction.12 Pomerantz, Luo, and McClure also examined courtesy and found that the majority of interactions fell in the second-highest category at 47.4 percent, with direct or indirect evidence of user satisfaction in 61 percent of transcripts.13 They also observed that operators were mostly either neutral (43.1%) or second-highest rated (32.8%) in enthusiasm, which relates to RUSA’s 2.0 section on interest.14 Though not a RUSA behavior, Prieto argues that using emotional intelligence, which includes empathy, can help chat operators seem more welcoming and supportive.15 Dissatisfaction Actively dissatisfied users represent a small proportion of chat reference users in most popula- tions.	cache/crl-23611.pdf	txt/crl-23611.txt