Seeking Synchronicity: Evaluating Virtual Reference Services from User, Non-User, and Librarian Perspectives


Recent Presentations

  • Radford, Marie L., and Lynn Silipigni Connaway. 2013. “Not Dead Yet: A Longitudinal Study of Query Type and Ready Reference Accuracy in Live Chat and IM Reference.” Presented at the 2013 ALISE Annual Conference, Seattle, Washington, January 24. View presentationView on Slideshare.
  • Connaway, Lynn Silipigni. 2012. “Using Virtual Reference Services to Embed the Library in the Academic Workflow.” Presented at the XVII Seminário Nacional de Bibliotecas Universitárias, Gramado, Brazil, September 19. View presentation.
  • Radford, Marie L., and Lynn Silipigni Connaway. 2012. “Extending Our Virtual Reach: A Longitudinal Study of Query Type and Accuracy in Live Chat and IM Reference.” Presented at the 2012 ALISE Annual Conference, Dallas, Texas, January 17. View presentation
  • Radford, Marie L., Jocelyn A. DeAngelis, Gary P. Radford, and Lynn Silipigni Connaway. 2011. “About Face Threat: An Analysis of Negative Behaviors in Computer-mediated Communication.” Presented at the New York State Communication Association’s Annual Conference, Ellenville, New York, October 21-23. View presentation. View handout for this presentation
  • Wengler, Susan. 2011. “Mixed Emotions: The Affective Experience of Librarians During Virtual Reference Instructional Work.” Presented at the Library Research Round Table Graduate Student Forum of the American Library Association Annual Conference, New Orleans, Louisiana, June 23-28. View presentation.
  • Radford, Marie L., and Beth Cackowski. 2011. “Double Take: Virtual Reference Research Meets Practice.” Presented at the New Jersey Library Association Spring Conference 2011, Long Branch, New Jersey, May 2-4. View presentation. 
  • Radford, Marie L., and Lynn Silipigni Connaway. 2010. “Chattin' 'Bout My Generation: Virtual Reference Use from Millennials to Boomers.” Presented at the Reference Renaissance 2010 Conference, Denver, Colorado, August 8-10. View presentation. View abstract for this presentation
  • Radford, Marie L., and Lynn Silipigni Connaway. 2010. “Digital Natives Meet Digital Libraries: Discovering their Behaviors and Preferences for Information Seeking.” Presented at the Libraries in the Digital Age (LIDA) 2010 Conference, Zadar, Croatia, May 27. View abstract for this presentation.
  • Radford, Marie L., and Lynn Silipigni Connaway. 2010. “’I stay away from the unknown, I guess.’ Measuring Impact and Understanding Critical Factors for Millennial Generation and Adult Non-Users of Virtual Reference Services.” Paper presented at the iConference 2010, the Fifth Annual iConference, University of Illinois at Urbana-Champaign, February 3-6. View preprint
  • Radford, Marie L., Gary P. Radford, Lynn Silipigni Connaway, and Jocelyn DeAngelis Williams. 2009. “On Virtual Face-work: An Ethnography of Two Live Chat Reference Interactions.” Juried paper presented at the 2009 NCA Conference, Chicago, Illinois, November 12-15. View paper. View presentation.
  • Radford, Marie. L., and Lynn Silipigni Connaway. 2009. “Quality Inquiry: User Perspectives on Virtual Reference Practice.” Presented on panel Social Reference and Digital Reference: Online Question Answering Practices in Two Diverse Communities at the American Society for Information Science and Technology 2009 Annual Meeting, Vancouver, British Columbia, Canada, November 6-11. View presentation.
  • Radford, Marie L., and Lynn Silipigni Connaway. 2009. “Thriving on Theory: A New Model for Virtual Reference Encounters.” Presented on panel Opportunities, Threats, and Theoretical Approaches: Research in Traditional and Social Virtual Reference Quality at the American Society for Information Science and Technology 2009 Annual Meeting, Vancouver, British Columbia, Canada, November 6-11. View presentation
  • Connaway, Lynn Silipigni, and Marie L. Radford. 2009. “’Way sweet’ or ‘just wrong:’ Users and Librarians Reveal Critical Factors for Virtual Reference Service Excellence.” Presented on the panel Best Practices in Cooperative Virtual Reference at the ALA 2009 Annual Conference, Chicago, Illinois, July 11. View presentation
  • Radford, Marie L., and Lynn Silipigni Connaway. 2009. “Convenience, Connections, Correctness, and Choice: Critical Components of Virtual Reference Service Quality.” Presented at the information: interactions and impact (i3) Conference, Aberdeen, Scotland, June 24. View presentation
  • Connaway, Lynn Silipigni, and Marie L. Radford. 2009. “’I would sort of appreciate a little more understanding:’ Engaging Net Gen Students in Virtual Reference.” Presented at the ACRL 14th National Conference, Seattle, Washington, March 14. View presentation
  • Radford, Marie L., and Lynn Silipigni Connaway. 2009. “CREATing a New Theoretical Model for Reference Encounters in Synchronous Face-to-Face and Virtual Environments.” Juried paper presented at the 2009 ALISE Annual Conference, Denver, Colorado, January 21. View presentation
  • Connaway, Lynn Silipigni. 2008. “Expectations of the Screenager Generation.” Presented at the RLG Programs 2008 European Partner Meeting, Paris, France, November 6. View presentation.
  • Radford, Marie L., and Lynn Silipigni Connaway. 2008. “E-valuating Virtual Viewpoints: User, Non-user, and Librarians Perspectives on Live Chat-based Reference.” Presented at the panel E-Valuating E-Reference: Transforming Digital Reference through Research and Evaluation at the American Society for Information Science and Technology 2008 Annual Meeting, Columbus, Ohio, October 24-29. View presentation
  • Connaway, Lynn Silipigni. 2008. “Why Not the Library First?” Presented as keynote address at the New England Technical Services Librarians Conference, Manchester, New Hampshire, October 21. View presentation
  • Radford, Marie L., and Lynn Silipigni Connaway. 2008. “Getting Better All the Time: Improving Communication and Accuracy in Virtual Reference.” Paper presented at Reference Renaissance: Current and Future Trends, Denver, Colorado, August 4-5. View presentationView handout for this presentation.  
  • Radford, Marie L. 2008. “Click, Call, or Come on In! Connecting to Millennials in FtF & VR Encounters.” Presented at the panel R U Communicating: Speaking the Language of Millennials, University Libraries Section at the American Library Association Annual Conference, Anaheim, California, June 26-July 2. View presentation
  • Connaway, Lynn Silipigni, Marie L. Radford, Timothy J. Dickey, and Jocelyn A. DeAngelis Williams. 2008. “’I find what I need:’ Behaviors and Information-seeking Preferences of Non-users of Virtual Reference.” Presented at the Library Research Round Table, American Library Association Annual Conference, Anaheim, California, June 26-July 2. View presentationView proposal for this presentation.
  • McGlamery, Susan, and Lynn Silipigni Connaway. 2008. “Quality Assurance in a Multi-state, Multi-national Virtual Reference Cooperative.” Paper presented at the Libraries in the Digital Age (LIDA) 2008 Conference, Dubrovnik and Mljet, Croatia, June 2-7. View paper
  • Radford, Marie L., and Lynn Silipigni Connaway. 2008. “Cordial Connections: Evaluating Virtual Reference from User, Non-user, and Librarian Perspectives Using the Critical Incident Technique.” Presented at the Libraries in the Digital Age (LIDA) 2008 Conference, Dubrovnik and Mljet, Croatia, June 2-7. View presentation
  • Connaway, Lynn Silipigni, and Marie L. Radford. 2008. “Smiling Online: Applying Face-to-face Reference Skills in a Virtual Environment.” Webinar presented at OCLC, Dublin, Ohio, April 16. View presentation.
  • Connaway, Lynn Silipigni, and Marie L. Radford. 2008. “Exceeding Expectations: E-reference Excellence in Collaborative VR.” Presented at panel Best Practices in Cooperative Virtual Reference: Reference and Social Networking at Public Libraries Association National Conference, Minneapolis, Minnesota, March 25-29. View presentation. View handout for this presentation
  • Radford, Marie L., and Lynn Silipigni Connaway. 2008. “Users and Librarians Engaging in Virtual Spaces: Using Critical Incidents to Inform Practice and Education in Chat Reference.” Presented at the ALISE Conference, Philadelphia, Pennsylvania, January 8-11. View presentation. View handout for this presentation
  • Connaway, Lynn Silipigni, Jasmine de Gaia, and Marie L. Radford. 2007. “Social Networking: The Confluence of Content, Collaboration and Community.” Presented at the Online Information Conference, London, England, December 4-6. View presentation.
  • Connaway, Lynn Silipigni. 2007. “’The library is a good source if you have several months.’ Making the Library More Accessible.” Presented at the ACRL Oklahoma Chapter Annual Conference (OK-ACRL), Tulsa, Oklahoma, November 5. View conference report for this presentation. View presentation
  • Radford, Marie L. 2007. “Creating Chat Connections: E-valuating Virtual Reference Transcripts.” Presented at the ACRL Delaware Valley Chapter Annual Conference, Millersville, Pennsylvania, November 2. View presentation. View handout for this presentation. View bibliography for this presentation.
  • Connaway, Lynn Silipigni. 2007. “’The library is a good source if you have several months.’ Making the Library More Accessible.” Presented at the ACRL Delaware Valley Chapter, Millersville, Pennsylvania, November 2. View presentation. View handout for this presentation. View bibliography for this presentation
  • Radford, Marie L., and Lynn Silipigni Connaway. 2007. “Connecting in Cyberspace: The Millennial Generation and Virtual Reference Service.” Paper presented on panel Behaviors and Preferences of Digital Natives: Informing a Research Agenda at the American Society for Information Science and Technology (ASIS&T) 2007 Annual Meeting, Milwaukee, Wisconsin, October 18-25. View presentation. View handout for this presentation.
  • Radford, Marie L., Lynn Silipigni Connaway, and Jocelyn DeAngelis Williams. 2007. “Virtual Rituals: Applying Goffman’s Face-work to an Analysis of Live Chat Reference Encounters.” Presented at the Library Research Seminar IV, London, Ontario, Canada, October 10-12. View presentation. View handout for this presentation.
  • Connaway, Lynn Silipigni, and Marie L. Radford. 2007. “Focusing on Change: Connecting to Both Millennials and Baby Boomers.” Presented at the information: interactions and impact (i3) Conference, The Robert Gordon University, Aberdeen, Scotland, June 27. View presentation. View handout for this presentation
  • Radford, Marie L. 2007. “See it, Hear It, Touch It: How Do Communication and Learning Styles Affect Virtual Reference?” Presented at the RUSA, RSS/MARS Virtual Reference Committee, American Library Association Annual Conference, Washington DC, June 25. View presentation. 
  • Radford, Marie L., and Lynn Silipigni Connaway. 2007. “Not Dead Yet! Ready Reference in Live Chat Reference.” Presented at the 13th RUSA New Reference Research Forum, American Library Association Annual Conference, Washington, DC, June 24. View presentation. View handout from this presentation.
  • Connaway, Lynn Silipigni, and Marie L. Radford. 2007. “Shared Expectations: Getting Comfortable, and Providing Quality Service in Cooperative Virtual Reference.” Presented at the panel Best Practices in Cooperative Virtual Reference at the American Library Association Annual Conference, Washington DC, June 23. View presentation. View handout from this presentation
  • Radford, Marie L., and Lynn Silipigni Connaway. 2007. “Are We Getting Warmer? Query Clarification in Virtual Reference.” Presented at the Library Research Round Table, American Library Association Annual Conference, Washington DC, June 23. View presentation. View handout from this presentation
  • Radford, Marie L., and Lynn Silipigni Connaway. 2007. “Getting in Synch with Screenagers: Virtual Reference and Sustaining the Relevance of Libraries.” Presented at the IRPG/ALA Panel, American Library Association Annual Conference, Washington DC, June 22. View presentation. View handout from this presentation
  • Connaway, Lynn Silipigni. 2007. “’Google is user friendly…the library catalog is not:’ Information-seekers' Preferences.” Presented at the Tri-state College Library Cooperative, Malvern, Pennsylvania, June 5. View presentation.
  • Radford, Marie L., Lynn Silipigni Connaway, and Jocelyn DeAngelis Williams. 2007. “Face-work in Computer-mediated Communication: An Analysis of Live Chat Reference Encounters.” Presented at the 11th Annual New Jersey Communication Association Conference, Kean University, Union, New Jersey, March 24.
  • Connaway, Lynn Silipigni, and Marie L. Radford. 2007. “Service Sea Change: Clicking with ‘Screenagers’ through Virtual Reference.” Presented at the Association for College and Research Libraries (ACRL) 13th National Conference, Baltimore, Maryland, March 31, and webcast, March 30. View presentation. View pre-print
  • Connaway, Lynn Silipigni. 2007. “Why Not Libraries? Users Identify Their Information Preferences.” Presented at the Central Ohio Chapter, American Society for Information Science and Technology (CO-ASIS&T) Program, March 6, Dublin, Ohio. View presentation
  • Radford, Marie L., and Lynn Silipigni Connaway. 2007. “Reflections of Reference Practice: Analyzing Virtual Reference Transcripts.” Presented at the 2007 ALISE Annual Conference, Seattle, Washington, January 18. View presentation. View handout from this presentation
  • Radford, Marie L., and Lynn Silipigni Connaway. 2006. “Expect the Unexpected: Urban Screenagers’ Communication and Information-seeking Preferences.” Presented as part of the seminar Urban Communication: Creating Sites for Connection and Action at the National Communication Association's 92nd Annual Convention, San Antonio, Texas, November 15. View presentationView session abstract from this presentation.
  • Radford, Marie L., and Lynn Silipigni Connaway. 2006. “Seeking Sustainability and Singularity: Evaluating Virtual Reference from User, Non-user, & Librarian Perspectives.” Presented on panel Shaping the Future Realities of Virtual Reference at the American Society for Information Science and Technology (ASIS&T) Conference, Austin, Texas, November 6. View presentationView panel abstract from this presentation
  • Radford, Marie L., and Lynn Silipigni Connaway. 2006. “’Screenagers’ and Virtual (Chat) Reference: The Future is Now!” Presented at the New Jersey Association of School Librarians, Long Branch, New Jersey, October 30. View presentationView handout from this presentation
  • Radford, Marie, and Lynn Silipigni Connaway. 2006. “Virtual Windows: Observing Chat Reference Encounters through Transcript Analysis.” Presented by as part of the symposium The Role of Observation and the Health of Community at the 19th International Association for People-Environment Studies, Alexandria, Egypt, September 11-16. View presentation.
  • Connaway, Lynn Silipigni, and Marie L. Radford. 2006. “Seeking Synchronicity: Evaluating Virtual Reference Transcripts.” Presented at the QuestionPoint Users Group Meeting, New Orleans, Louisiana, June 25. View presentationView handouts from this presentation
  • Radford, Marie, and Lynn Silipigni Connaway. 2006. “Face-work in Chat Reference Encounters.” Presented at the Library Research Round Table Research Forum Librarians as Research Subjects at the American Library Association Annual Conference, New Orleans, Louisiana, June 24. View presentation. View handouts from this presentation
  • Radford, Marie L., and Lynn Silipigni Connaway. 2006. “Relational Communication in Chat Reference.” Presented at the 10th New Jersey Communication Association Conference, Montclair State University, New Jersey, March 25. View presentation
  • Connaway, Lynn Silipigni. 2006. “Seeking Synchronicity: Evaluating Virtual Reference Transcripts.” Presented at the OCLC Members Council Research and New Technologies Interest Group, Dublin, Ohio, February 14. View presentation.
  • Radford, Marie L., and Lynn Silipigni Connaway. 2006. “Seeking Synchronicity: Evaluating Virtual Reference Transcripts.” Juried presentation given at the ALISE 2006 Annual Conference, San Antonio, Texas, January 18. View presentation