id	author	title	date	pages	extension	mime	words	sentence	flesch	summary	cache	txt
crl-24580	Mawhinney, Tara; Hervieux, Sandy	Dissonance between Perceptions and Use of Virtual Reference Methods	2022	23	.pdf	application/pdf	12156	489	42	As a result, certain aspects about how we handled virtual reference questions changed. Of the predominant types of questions asked, research has found that directional questions account for the largest category for face-to-face reference, while reference questions account for the largest category in email and chat.6 Research conducted at an institution employing proactive chat (the type of chat that opens automatically as a pop-up window on library webpages inviting users to ask a question) shows the difference in question complexity between in-person and virtual reference queries to be even more marked.7 Whereas research shows clear differences in question complexity between virtual and in-person queries, distinctions among chat, email, and texting draw less conclusive findings.	cache/crl-24580.pdf	txt/crl-24580.txt