seeking synchronicity: evaluating virtual reference transcripts

Seeking Synchronicity: Evaluating Virtual Reference TranscriptsPresented by Marie L. RadfordandLynn Silipigni Connaway

2006 ALISE Conference San Antonio, TX, January 16-19, 2006

Presenters

Marie L. Radford, Ph.D.Associate Professor,Rutgers University, SCILSEmail: [email protected]/~mradford

Lynn Silipigni Connaway, Ph.D.Consulting Research ScientistEmail: [email protected]/research/staff/connaway.htm

Interpersonal Dimensions of Chat Research Stream S.S. Green Award 44 transcripts (courtesy LSSI)Maryland AskUsNow! 245 transcripts (courtesy Maryland AskUsNow! Statewide Consortium)Library Lawline 113 transcripts (courtesy NELLCO Regional Consortium)

Seeking Synchronicity IMLS Grant Rutgers & OCLCTodays presentation 300 transcripts (24/7, National & International)Additional 1000+ transcripts (QuestionPoint & 24/7)

24/7 Transcript AnalysisGenerated random sampleJuly 7, 2004 through June 27, 2005263,673 sessions25 transcripts/month = 300 total256 usable transcripts Excluding system tests and technical problems

3 Analyses

Type of Questions Katz/Kaske Classification

Subject of Questions

Interpersonal Communication Radford Classification Manual and NVivo coding

Types of QuestionsCombined 1st and 2nd Questionsn=273 questions

Chart1

17

1

68

5

83

99

Sheet1

1RRLaw

2NSLaw

3NTest

4PProcedural

5RRLaw

6SBusiness

7SHumanities

8RRHistory

9PProcedural

10SBiography

11RRLaw

12SLaw

13SHistory

14RRGeneral

15PProcedural

16RRRecreation

17RRLaw

18SScience

19SMedicine/Health

20PProcedural

21SHistory

22NTest

23PProcedural

24PProcedural

25PProcedural

26SLaw

27SGeneral

28RRLaw

29SEducation

30RRBiography

31SLaw

32SLaw

33RRLaw

34SLaw

35NTest

36SGeography

37SLaw

38NUnclear

39NTest

40SBusiness

41PProcedural

42SHistory

43RRHistory

44PProcedural

45HRecreation

46NNS

47PProcedural

48PProcedural

49SMedicine/Health

50RRScience

51RRReligion/Philosophy

52RRBusiness

53HProcedural

54

55SEducation

56

57NUnclear

58SGeneral & Multidisciplinary

59II

60RRGeneral

61PBiography

62PProcedural

63RREducation

64RRGeneral/Multidisciplinary

65SBusiness

66RRMath


68PProcedural

69DProcedural

70SScience

71SBusiness

72RRProcedural

73PProcedural

74RRScience

75SScience

76PProcedural

77

78RRGeography

79PProcedural

80RRSocial Science

81RRGenealogy

82RSocial Science

83PProcedural

84RREducatiopn

85RRScience

86RRGeneral

87PEducatiopn

88RREducation

89RRSocial Science

90SSocial Scienec


92RRMusic

93PProcedural


95SLaw

96SLanguage

97RRRecreation

98PProcedural

99PProcedural

100RREducation

101HBiography

102RRLanguage

103(1) P(1) General

104RRBusiness

105PProcedural

106(1) S(1) Business

107SScience

108HLanguage

109HLaw

110SGeneral

111RRBiography

112PProcedural

113SGeneral

114PProcedural

115PGeneral

116PProcedural

117PProcedural

118SSocial Science

119(1) P(1) Procedural

120SHistory

121SRecreation


123N

124SGeneral

125PProcedural

126RRBiography

127RREducation

128SLaw

129NTest

130SGeneral

131(1) RRGeneral

132SScience

133(1) H(1) General

134RRLaw

135SMath

136PProcedural

137NNS

138SMath

139SLiterature

140SScience

141SLaw

142N

143SScience

144N

145SBiography

146SLaw

147RRGeography

148RRLiterature

149N

150SHistory

151N

152HGeneral

153SHistory

154N

155RRGeneral

156RRGeography

157SMedicine/Health

158RScience

159SGeneral

160RRGeography

161SLaw

162RRLaw

163SBiography

164SHistory

165(1) RR(1) Unclear

166RRGeneral

167RRGeography

168HSocial Science

169SHistory

170SLaw

171PProcedural

172(1) S(1) Science

173SLaw

174PProcedural

175(1) S(1)Law

176N

177SScience

178SGeneral

179N

180(1) S(1)Recreation

181N

182PProcedural

183N

184SScience

185(1) S(1) Law

186N

187HLiterature

188SLaw

189SLaw

190SBusiness

191RRGeneral

192PProcedural

193PProcedural

194SGeneral

195HBiography

196PProcedural

197SMedicine/Health

198SBusiness

199PProcedural

200PProcedural

201HBusiness

202SLiterature

203PProcedural

204SEducation

205SScience

206PProcedural

207PProcedural

208SBiography

209PNS

210SScience

211RRScience

212RRHistory

213RRNS

214IScience

215NNS

216RProcedural

217SHistory

218SLiterature

219RRLaw

220PProcedural

221RHistory

222RRRecreation

223SScience

224NNS

225RRLiterature

226SBusiness

227SSocial Science

228SScience

229PBusiness

230NNS

231RRArt

232NNS

233NNS

234HScience

235RRLaw

236SProcedural

237SRecreation

238HHistory

239SLaw

240SLiterature

241NNS

242SEducation

243RRLiterature

244RSocial Science

245PProcedural

246RRGeography

247SGeneral

248HBusiness

249NNS

250NNS

251PProcedural

252NNS

253NNS

254PProcedural

255RRHistory

256RRHistory

257PProcedural

258PLiterature

259NNS

260RRLiterature

261RRGeorgraphy

262HLiterature

263SLaw

264NNS

265PHistory

266NNS

267NNS

268RRScience

269RRHistory

270RRI

271PMedicine

272RRRecreation

273RRProcedural

274RRScience

275NNS

276SReligion

277NNS

278NNS

279RRHistory

280RREducation

281RRGeneral

282RRGeneral

283PProcedural

284PProcedural

285RRScience

286PProcedural

287RRLaw

288NNS

289RRHistory

290RRSocial Science

291HNS

292RRScience

293SScience

294SLaw

295PNS

296SBusiness

297PProcedural

298SArt

299SLaw

300PProcedural

(2) H(2) Science

(2) P(2) Procedural

(2) P(2) General

(2) P(2) Procedural

(2) P(2) Procedural

(2) P(2) Procedural

(2) RR(2) Unclear

(2) RR(2)General

(2) S(2) Business

(2) S(2)Law

(2) S(2)Recreation

NSUnclear

PProcedural

PProcedural

PProcedural

PProcedural

RRLaw

SGeneral

SBiography

Linguistics

Pivot Table & Count and %

Count of Subject

SubjectTotal

Genealogy1Genealogy0.36%

Humanities1Humanities0.36%

Inappropriate1Inappropriate0.36%

Medicine1Medicine0.36%

Music1Music0.36%

NS1NS0.36%

Religion1Religion0.36%

Religion/Philosophy1Religion/Philosophy0.36%

Art2Art0.73%

Unclear2Unclear0.73%

Language3Language1.09%

Math3Math1.09%

Medicine/Health5Medicine/Health1.82%

Geography8Geography2.92%

Recreation9Recreation3.28%

Social Science9Social Science3.28%

Biography11Biography4.01%

Literature11Literature4.01%

Education12Education4.01%

Business15Business5.47%

History20History7.30%

Science27Science9.85%

General/Multidisciplinary30General/Multidisciplinary10.95%

Law35Law12.77%

Procedural64Procedural23.36%

(blank)

Grand Total274

Procedural64

Law35

General/Multidiscilinary30

Science27

History20

Business15

Education11

Literature11

Biography11

Social Science9

Recreation9

Geography8


000000000000

Procedural

Law

General/Multidisciplinary

Science

History

Business

Education

Biography

Literature

Recreation

Social Science

Geography

Subject Percentages

Sheet2

000000000000

Procedural

Law

General/Multidiscilinary

Science

History

Business

Education

Literature

Biography

Social Science

Recreation

Geography

Type Pie Chart and Table

ID #TypeSubject

101HBiography

102RRLanguage

128SLaw

135SMath

138SMath

182PProcedural

195HBiography

152HGeneral/Multidisciplinary

108HLanguage

109HLaw

187HLiterature

HScience

168HSocial Science

103PGeneral/Multidisciplinary


PGeneral/Multidisciplinary

105PProcedural

112PProcedural

114PProcedural

117PProcedural

119PProcedural

122PProcedural

136PProcedural

171PProcedural

174PProcedural

192PProcedural

196PProcedural

200PProcedural

PProcedural

PProcedural

PProcedural

PProcedural

158RScience

111RRBiography

104RRBusiness





RRGeneral/Multidisciplinary

147RRGeography

156RRGeography

160RRGeography

167RRGeography

134RRLaw

162RRLaw

148RRLiterature

165RRUnclear

RRUnclear

145SBiography

163SBiography

106SBusiness

190SBusiness

198SBusiness

SBusiness

110SGeneral/Multidisciplinary






164SHistory

169SHistory

120SHistory

150SHistory

153SHistory

141SLaw

146SLaw

161SLaw

170SLaw

173SLaw

175SLaw

185SLaw

188SLaw

189SLaw

SLaw

157SMedicine/Health

121SRecreation

180SRecreation

SRecreation

107SScience

132SScience

140SScience

143SScience

172SScience

177SScience

184SScience

118SSocial Science

69DProcedural

201HBusiness

248HBusiness


238HHistory

262HLiterature

291HNS

53HProcedural

45HRecreation

234HScience

214IScience

61PBiography

229PBusiness

87PEducation

265PHistory

258PLiterature

271PMedicine

4PProcedural

9PProcedural

15PProcedural

20PProcedural

23PProcedural

24PProcedural

25PProcedural

41PProcedural

44PProcedural

47PProcedural

48PProcedural

62PProcedural

68PProcedural

73PProcedural

76PProcedural

79PProcedural

83PProcedural

93PProcedural

98PProcedural

99PProcedural

116PProcedural

125PProcedural

193PProcedural

199PProcedural

203PProcedural

206PProcedural

207PProcedural

220PProcedural

245PProcedural

251PProcedural

254PProcedural

257PProcedural

283PProcedural

284PProcedural

286PProcedural

297PProcedural

300PProcedural

PProcedural

PProcedural

PProcedural

PProcedural

221RHistory

216RProcedural

82RSocial Science

244RSocial Science

231RRArt

30RRBiography

126RRBiography

52RRBusiness

46RREducation

63RREducation

84RREducation

88RREducation

100RREducation

127RREducation

280RREducation

81RRGenealogy










78RRGeography

246RRGeography

261RRGeography

8RRHistory

43RRHistory

212RRHistory

255RRHistory

256RRHistory

269RRHistory

279RRHistory

289RRHistory

270RRInappropriate

1RRLaw

5RRLaw

11RRLaw

17RRLaw

28RRLaw

33RRLaw

219RRLaw

235RRLaw

287RRLaw

RRLaw

225RRLiterature

243RRLiterature

260RRLiterature

66RRMath

59RRMedicine/Health

92RRMusic

72RRProcedural

273RRProcedural

16RRRecreation

97RRRecreation

222RRRecreation

272RRRecreation


50RRScience

74RRScience

85RRScience

211RRScience

268RRScience

274RRScience

285RRScience

292RRScience

80RRSocial Science

89RRSocial Science

290RRSocial Science

298SArt

10SBiography

208SBiography

SBiography

6SBusiness

40SBusiness

65SBusiness

71SBusiness

226SBusiness

296SBusiness

29SEducation

55SEducation

204SEducation

242SEducation




SGeneral/Multidisciplinary


36SGeography

13SHistory

21SHistory

42SHistory

217SHistory

7SHumanities

96SLanguage

12SLaw

26SLaw

31SLaw

32SLaw

34SLaw

37SLaw

95SLaw

239SLaw

263SLaw

294SLaw

299SLaw

139SLiterature

202SLiterature

218SLiterature

240SLiterature

19SMedicine/Health

49SMedicine/Health

197SMedicine/Health

236SProcedural

237SRecreation

276SReligion

18SScience

70SScience

75SScience

205SScience

210SScience

223SScience

228SScience

293SScience

90SSocial Science

227SSocial Science

Sheet3

Count of Type

TypeTotal

H17Holdings17

I1Inappropriate1

P68Procedural68

R5Research5

RR83Ready Reference83

S99Specific Search99

Grand Total273

Sheet3

0

0

0

0

0

0

Types

Count of Type

TypeTotal

H17

I1

P68

R5

RR83

S99

Grand Total273

Type

P

H

H

H

H

H

H

H

H

H

H

H

H

H

H

H

H

H

I

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

R

R

R

R

R

RR

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RR

RR

RR

RR

RR

RR

RR

RR

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RR

RR

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RR

RR

RR

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RR

RR

RR

RR

RR

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

Subjects of QuestionsCombined 1st and 2nd Questionsn=273 questions

Chart2

643530272015111111998

Procedural

Law


Science

History

Business

Education

Literature

Biography

Social Science

Recreation

Geography

Sheet1

1RRLaw

2NSLaw

3NTest

4PProcedural

5RRLaw

6SBusiness

7SHumanities

8RRHistory

9PProcedural

10SBiography

11RRLaw

12SLaw

13SHistory

14RRGeneral

15PProcedural

16RRRecreation

17RRLaw

18SScience

19SMedicine/Health

20PProcedural

21SHistory

22NTest

23PProcedural

24PProcedural

25PProcedural

26SLaw

27SGeneral

28RRLaw

29SEducation

30RRBiography

31SLaw

32SLaw

33RRLaw

34SLaw

35NTest

36SGeography

37SLaw

38NUnclear

39NTest

40SBusiness

41PProcedural

42SHistory

43RRHistory

44PProcedural

45HRecreation

46NNS

47PProcedural

48PProcedural

49SMedicine/Health

50RRScience


52RRBusiness

53HProcedural

54

55SEducation

56

57NUnclear

58SGeneral & Multidisciplinary

59II

60RRGeneral

61PBiography

62PProcedural

63RREducation


65SBusiness

66RRMath


68PProcedural

69DProcedural

70SScience

71SBusiness

72RRProcedural

73PProcedural

74RRScience

75SScience

76PProcedural

77

78RRGeography

79PProcedural

80RRSocial Science

81RRGenealogy

82RSocial Science

83PProcedural

84RREducatiopn

85RRScience

86RRGeneral

87PEducatiopn

88RREducation

89RRSocial Science

90SSocial Scienec


92RRMusic

93PProcedural


95SLaw

96SLanguage

97RRRecreation

98PProcedural

99PProcedural

100RREducation

101HBiography

102RRLanguage

103(1) P(1) General

104RRBusiness

105PProcedural

106(1) S(1) Business

107SScience

108HLanguage

109HLaw

110SGeneral

111RRBiography

112PProcedural

113SGeneral

114PProcedural

115PGeneral

116PProcedural

117PProcedural

118SSocial Science


120SHistory

121SRecreation


123N

124SGeneral

125PProcedural

126RRBiography

127RREducation

128SLaw

129NTest

130SGeneral

131(1) RRGeneral

132SScience

133(1) H(1) General

134RRLaw

135SMath

136PProcedural

137NNS

138SMath

139SLiterature

140SScience

141SLaw

142N

143SScience

144N

145SBiography

146SLaw

147RRGeography

148RRLiterature

149N

150SHistory

151N

152HGeneral

153SHistory

154N

155RRGeneral

156RRGeography

157SMedicine/Health

158RScience

159SGeneral

160RRGeography

161SLaw

162RRLaw

163SBiography

164SHistory

165(1) RR(1) Unclear

166RRGeneral

167RRGeography

168HSocial Science

169SHistory

170SLaw

171PProcedural

172(1) S(1) Science

173SLaw

174PProcedural

175(1) S(1)Law

176N

177SScience

178SGeneral

179N

180(1) S(1)Recreation

181N

182PProcedural

183N

184SScience

185(1) S(1) Law

186N

187HLiterature

188SLaw

189SLaw

190SBusiness

191RRGeneral

192PProcedural

193PProcedural

194SGeneral

195HBiography

196PProcedural

197SMedicine/Health

198SBusiness

199PProcedural

200PProcedural

201HBusiness

202SLiterature

203PProcedural

204SEducation

205SScience

206PProcedural

207PProcedural

208SBiography

209PNS

210SScience

211RRScience

212RRHistory

213RRNS

214IScience

215NNS

216RProcedural

217SHistory

218SLiterature

219RRLaw

220PProcedural

221RHistory

222RRRecreation

223SScience

224NNS

225RRLiterature

226SBusiness

227SSocial Science

228SScience

229PBusiness

230NNS

231RRArt

232NNS

233NNS

234HScience

235RRLaw

236SProcedural

237SRecreation

238HHistory

239SLaw

240SLiterature

241NNS

242SEducation

243RRLiterature

244RSocial Science

245PProcedural

246RRGeography

247SGeneral

248HBusiness

249NNS

250NNS

251PProcedural

252NNS

253NNS

254PProcedural

255RRHistory

256RRHistory

257PProcedural

258PLiterature

259NNS

260RRLiterature

261RRGeorgraphy

262HLiterature

263SLaw

264NNS

265PHistory

266NNS

267NNS

268RRScience

269RRHistory

270RRI

271PMedicine

272RRRecreation

273RRProcedural

274RRScience

275NNS

276SReligion

277NNS

278NNS

279RRHistory

280RREducation

281RRGeneral

282RRGeneral

283PProcedural

284PProcedural

285RRScience

286PProcedural

287RRLaw

288NNS

289RRHistory

290RRSocial Science

291HNS

292RRScience

293SScience

294SLaw

295PNS

296SBusiness

297PProcedural

298SArt

299SLaw

300PProcedural

(2) H(2) Science

(2) P(2) Procedural

(2) P(2) General

(2) P(2) Procedural

(2) P(2) Procedural

(2) P(2) Procedural

(2) RR(2) Unclear

(2) RR(2)General

(2) S(2) Business

(2) S(2)Law

(2) S(2)Recreation

NSUnclear

PProcedural

PProcedural

PProcedural

PProcedural

RRLaw

SGeneral

SBiography

Linguistics


Count of Subject

SubjectTotal

Genealogy1Genealogy0.36%

Humanities1Humanities0.36%

Inappropriate1Inappropriate0.36%

Medicine1Medicine0.36%

Music1Music0.36%

NS1NS0.36%

Religion1Religion0.36%

Religion/Philosophy1Religion/Philosophy0.36%

Art2Art0.73%

Unclear2Unclear0.73%

Language3Language1.09%

Math3Math1.09%

Medicine/Health5Medicine/Health1.82%

Geography8Geography2.92%

Recreation9Recreation3.28%

Social Science9Social Science3.28%

Biography11Biography4.01%

Literature11Literature4.01%

Education12Education4.01%

Business15Business5.47%

History20History7.30%

Science27Science9.85%

General/Multidisciplinary30General/Multidisciplinary10.95%

Law35Law12.77%

Procedural64Procedural23.36%

(blank)

Grand Total274

Procedural64

Law35

General/Multidiscilinary30

Science27

History20

Business15

Education11

Literature11

Biography11

Social Science9

Recreation9

Geography8


000000000000

Procedural

Law

General/Multidisciplinary

Science

History

Business

Education

Biography

Literature

Recreation

Social Science

Geography

Subject Percentages

Sheet2

000000000000

Procedural

Law


Science

History

Business

Education

Literature

Biography

Social Science

Recreation

Geography

Type Pie Chart and Table

ID #TypeSubject

101HBiography

102RRLanguage

128SLaw

135SMath

138SMath

182PProcedural

195HBiography


108HLanguage

109HLaw

187HLiterature

HScience

168HSocial Science



PGeneral/Multidisciplinary

105PProcedural

112PProcedural

114PProcedural

117PProcedural

119PProcedural

122PProcedural

136PProcedural

171PProcedural

174PProcedural

192PProcedural

196PProcedural

200PProcedural

PProcedural

PProcedural

PProcedural

PProcedural

158RScience

111RRBiography

104RRBusiness





RRGeneral/Multidisciplinary

147RRGeography

156RRGeography

160RRGeography

167RRGeography

134RRLaw

162RRLaw

148RRLiterature

165RRUnclear

RRUnclear

145SBiography

163SBiography

106SBusiness

190SBusiness

198SBusiness

SBusiness







164SHistory

169SHistory

120SHistory

150SHistory

153SHistory

141SLaw

146SLaw

161SLaw

170SLaw

173SLaw

175SLaw

185SLaw

188SLaw

189SLaw

SLaw

157SMedicine/Health

121SRecreation

180SRecreation

SRecreation

107SScience

132SScience

140SScience

143SScience

172SScience

177SScience

184SScience

118SSocial Science

69DProcedural

201HBusiness

248HBusiness


238HHistory

262HLiterature

291HNS

53HProcedural

45HRecreation

234HScience

214IScience

61PBiography

229PBusiness

87PEducation

265PHistory

258PLiterature

271PMedicine

4PProcedural

9PProcedural

15PProcedural

20PProcedural

23PProcedural

24PProcedural

25PProcedural

41PProcedural

44PProcedural

47PProcedural

48PProcedural

62PProcedural

68PProcedural

73PProcedural

76PProcedural

79PProcedural

83PProcedural

93PProcedural

98PProcedural

99PProcedural

116PProcedural

125PProcedural

193PProcedural

199PProcedural

203PProcedural

206PProcedural

207PProcedural

220PProcedural

245PProcedural

251PProcedural

254PProcedural

257PProcedural

283PProcedural

284PProcedural

286PProcedural

297PProcedural

300PProcedural

PProcedural

PProcedural

PProcedural

PProcedural

221RHistory

216RProcedural

82RSocial Science

244RSocial Science

231RRArt

30RRBiography

126RRBiography

52RRBusiness

46RREducation

63RREducation

84RREducation

88RREducation

100RREducation

127RREducation

280RREducation

81RRGenealogy










78RRGeography

246RRGeography

261RRGeography

8RRHistory

43RRHistory

212RRHistory

255RRHistory

256RRHistory

269RRHistory

279RRHistory

289RRHistory

270RRInappropriate

1RRLaw

5RRLaw

11RRLaw

17RRLaw

28RRLaw

33RRLaw

219RRLaw

235RRLaw

287RRLaw

RRLaw

225RRLiterature

243RRLiterature

260RRLiterature

66RRMath

59RRMedicine/Health

92RRMusic

72RRProcedural

273RRProcedural

16RRRecreation

97RRRecreation

222RRRecreation

272RRRecreation


50RRScience

74RRScience

85RRScience

211RRScience

268RRScience

274RRScience

285RRScience

292RRScience

80RRSocial Science

89RRSocial Science

290RRSocial Science

298SArt

10SBiography

208SBiography

SBiography

6SBusiness

40SBusiness

65SBusiness

71SBusiness

226SBusiness

296SBusiness

29SEducation

55SEducation

204SEducation

242SEducation




SGeneral/Multidisciplinary


36SGeography

13SHistory

21SHistory

42SHistory

217SHistory

7SHumanities

96SLanguage

12SLaw

26SLaw

31SLaw

32SLaw

34SLaw

37SLaw

95SLaw

239SLaw

263SLaw

294SLaw

299SLaw

139SLiterature

202SLiterature

218SLiterature

240SLiterature

19SMedicine/Health

49SMedicine/Health

197SMedicine/Health

236SProcedural

237SRecreation

276SReligion

18SScience

70SScience

75SScience

205SScience

210SScience

223SScience

228SScience

293SScience

90SSocial Science

227SSocial Science

Sheet3

Count of Type

TypeTotal

H17Holdings17

I1Inappropriate1

P68Procedural68

R5Research5

RR83Ready Reference83

S99Specific Search99

Grand Total273

Sheet3

0

0

0

0

0

0

Types

Count of Type

TypeTotal

H17

I1

P68

R5

RR83

S99

Grand Total273

Type

P

H

H

H

H

H

H

H

H

H

H

H

H

H

H

H

H

H

I

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

P

R

R

R

R

R

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

RR

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

S

Classification Methodology

Qualitative Analysis

Development/refinement of category scheme

Careful reading/analysis

Identification of patterns

Time intensive, but reveals complexity

Research QuestionsInterpersonal Communication Analysis

What relational dimensions are present? Are there differences in relational dimensions/patterns of chat users & librarians? If so, what are they? How do users & librarians compensate for lack of nonverbal cues? What is the relationship between content & relational dimensions in determining quality?

Relational FacilitatorsInterpersonal aspects of the chat conversation that have a positive impact on the librarian-client interaction and that enhance communication.

Relational BarriersInterpersonal aspects of the chat conversation that have a negative impact on the librarian-client interaction and that impede communication. Results Interpersonal Communication Analysis

2 Major Themes

Manual Coding Results200 Transcripts177 Usable Transcripts

Librarian Relational Factors (1-200)Librarian Relational Facilitators:Manual Analysisn=177 transcripts

Chart1

132

86

74

64

41

Sheet1

LibrariansClients

LF 1 Rapport Building132Rapport Building132102

LF 2 Deference86Deference86121

LF 3 Rep. Of Non-Verbal Cues41Rep. Of NV Cues4140

LF 4 Greeting Ritual64Greeting Ritual6427

LF 5 Closing Ritual74Closing Ritual7462

LibrariansClients

CF 1 Deference121Relational Disconnect3433

CF 2 Rapport Building102Negative Closure2578

CF 3 Closing Ritual62

CF 4 Rep. Of Non-Verbal Cues40

CF 5 Greeting Ritual27

LB 1 Relational Disconnect34

LB 2 Negative Closure25

CB 1 Closing Problems78

CB 2 Relational Disconnect33

LF 1 Rapport Building132

LF 2 Deference86

LF 5 Closing Ritual74

LF 4 Greeting Ritual64

LF 3 Rep. Of Non-Verbal Cues41

Sheet1

132

86

41

64

74

Sheet2

121

102

62

40

27

Sheet3

132102

86121

4140

6427

7462

Librarians

Clients

34

25

Relational Disconnect

Negative Closure

Client Relational Facilitators:Manual Analysisn=177 transcripts

Chart2

121

102

62

40

27

Sheet1

LF 1 Rapport Building132

LF 2 Deference86

LF 3 Rep. Of Non-Verbal Cues41

LF 4 Greeting Ritual64

LF 5 Closing Ritual74

CF 1 Deference121

CF 2 Rapport Building102








Sheet1

Sheet2

Sheet3

Comparison Relational Facilitators: Manual Analysisn=177 transcripts

Chart3

132102

86121

4140

6427

7462

Librarians

Clients

Sheet1

LibrariansClients






CF 1 Deference121









Sheet1

Sheet2

Sheet3

Librarians

Clients

Librarian Relational Barriers: Manual Analysisn=177 transcripts

Chart4

34

25

Sheet1

LibrariansClients






CF 1 Deference121









Sheet1

Sheet2

Sheet3

Librarians

Clients

Client Relational Barriers: Manual Analysisn=177 transcripts

Chart5

78

33

Sheet1

LibrariansClients






CF 1 Deference121









Sheet1

0

0

0

0

0

Sheet2

0

0

0

0

0

Sheet3

00

00

00

00

00

Librarians

Clients

0

0

0

0

Comparison of Relational Barriers: Manual Analysisn=177 transcripts

Chart6

3425

3378


Negative Closure

Sheet1

LibrariansClients






LibrariansClients

CF 1 Deference121Relational Disconnect3433

CF 2 Rapport Building102Negative Closure2578








Sheet1

Sheet2

Sheet3

Librarians

Clients


Negative Closure

NVivo Coding100 Transcripts79 Usable Transcripts

Librarian Relational Facilitators:NVivo Analysisn=79 transcripts

Summary Table 1

# of TranscriptsCoding Count%

0820.5

1 - 101948.7

11 - 201025.6

21 - 3000.0

31 - 4012.6

41 - 5000.0

51 - 6012.6

Total39100

Sheet3

Scope ItemsT298T208T228T271T292T216T263T285T225T242T203T280T299T210T272T293T214T235T236T265T286T245T246T257T227T243T281T300T237T234T273T294T239T206T223T268T287T205T260T282T207T251T254T274T202T226T231T247T204T255T258T269T222T289T296T212T221T244T261T283T217T220T240T276T297T201T270T290T200T262T284T211T218T229T248T219T238T256T279totalsPercent

(11 1 1) /LF Librarian Facilitators/LF1 Rapport Building/LF1A11111000010110011100010011011101101111110001111111101111110010110001011110011115164.56

(11 4) /LF Librarian Facilitators/LF4 Greeting Ritual01100100011100011001000010010000100001100011111000011001010010100101000110110013240.51

(11 1 3) /LF Librarian Facilitators/LF1 Rapport Building/LF1C01010100000100011101000000010001000000000010100000000001001100000001000011000001822.78

(11 2 1) /LF Librarian Facilitators/LF2 Deference/LF2A10010001000010001001001000000101010000000100001000000100100010010100000010000001822.78

(11 5) /LF Librarian Facilitators/LF5 Closing Ritual00010100110101010000001010000001000000000100000000000001100111000001100000000001822.78

(11 5 2) /LF Librarian Facilitators/LF5 Closing Ritual/LF5B10000000100110011000001010000010010001000001001000100000010001000000000010000001721.52

(11 2 5) /LF Librarian Facilitators/LF2 Deference/LF2E00010101000001000000001000000010000101100000001000001000000010000000100001000101518.99

(11 3 1) /LF Librarian Facilitators/LF3 NV Cues/LF3A00000000100000001000000001000001000000000000101000101100100001000000000010011101518.99

(11 2 2) /LF Librarian Facilitators/LF2 Deference/LF2B10010000000101000000100000000101000000000000000000000100000111010000100001000001417.72

(11 1 6) /LF Librarian Facilitators/LF1 Rapport Building/LF1F01000100000100010000000000100010000000000000000000001000100010001000101000000011316.46

(11 2 3) /LF Librarian Facilitators/LF2 Deference/LF2C00010000000100001000100000011000100000000001000001011000000100000000000001000001316.46

(11 5 1) /LF Librarian Facilitators/LF5 Closing Ritual/LF5A00000000100001010000010000000000000001000000000011000000000000000000000001110101113.92

(11 1 3 1) /LF Librarian Facilitators/LF1 Rapport Building/LF1C/LF1C101000000000100000000000000010000000000000000100000000011010100000000001010000001012.66


(11 3 2) /LF Librarian Facilitators/LF3 NV Cues/LF3B1000001000100000000000000000000000100100000000000001000000000001010000000000000810.13

(11 1 7) /LF Librarian Facilitators/LF1 Rapport Building/LF1G000100000001000001000000010000000000000000010000000000000000000000000000000010067.59

(11 1 2) /LF Librarian Facilitators/LF1 Rapport Building/LF1B000000000000000000001000000000000000010000000000000000000000000010000000000000145.06


(11 1 2 1) /LF Librarian Facilitators/LF1 Rapport Building/LF1B/LF1B1000100000001000000000000000001000000000000000000000000000000000000000000000000033.8


(11 3 4) /LF Librarian Facilitators/LF3 NV Cues/LF3D000000100000000000001000000000000000000000000000000000000000000000000100000000033.8

(11 5 3) /LF Librarian Facilitators/LF5 Closing Ritual/LF5C100000000000000000000000000000000000000000000000000010000000000000000000000100033.8

(11 1 4 2) /LF Librarian Facilitators/LF1 Rapport Building/LF1D/LF1D2000000000000000100000000000000000000000000000000000000000000000100000000000000022.53

(11 1 6 1) /LF Librarian Facilitators/LF1 Rapport Building/LF1F/LF1F1000000000000000000000000001000000000000000001000000000000000000000000000000000022.53

(11 1 2 2) /LF Librarian Facilitators/LF1 Rapport Building/LF1B/LF1B2000000000000000000000000000000000000000000000000000000000000000000000000100000011.27

(11 1 4) /LF Librarian Facilitators/LF1 Rapport Building/LF1D000100000000000000000000000000000000000000000000000000000000000000000000000000011.27

(11 1 4 1) /LF Librarian Facilitators/LF1 Rapport Building/LF1D/LF1D1000000000000000000000000000000000000000000000000000000000000100000000000000000011.27

(11 1 5) /LF Librarian Facilitators/LF1 Rapport Building/LF1E000000000000000000000000000000010000000000000000000000000000000000000000000000011.27

(11 1 6 2) /LF Librarian Facilitators/LF1 Rapport Building/LF1F/LF1F2000000000000000000000000000000000000010000000000000000000000000000000000000000011.27

(11 3 3) /LF Librarian Facilitators/LF3 NV Cues/LF3C000000000000000000000100000000000000000000000000000000000000000000000000000000011.27

(11 3 5) /LF Librarian Facilitators/LF3 NV Cues/LF3E000000000000000000000000000000010000000000000000000000000000000000000000000000011.27

(11) /LF Librarian Facilitators000000000000000000000000000000000000000000000000000000000000000000000000000000000

(11 1) /LF Librarian Facilitators/LF1 Rapport Building000000000000000000000000000000000000000000000000000000000000000000000000000000000

(11 1 2 3) /LF Librarian Facilitators/LF1 Rapport Building/LF1B/LF1B3000000000000000000000000000000000000000000000000000000000000000000000000000000000

(11 1 8) /LF Librarian Facilitators/LF1 Rapport Building/LF1H000000000000000000000000000000000000000000000000000000000000000000000000000000000

(11 2) /LF Librarian Facilitators/LF2 Deference000000000000000000000000000000000000000000000000000000000000000000000000000000000

(11 2 4) /LF Librarian Facilitators/LF2 Deference/LF2D000000000000000000000000000000000000000000000000000000000000000000000000000000000

(11 3) /LF Librarian Facilitators/LF3 NV Cues000000000000000000000000000000000000000000000000000000000000000000000000000000000

(11 3 6) /LF Librarian Facilitators/LF3 NV Cues/LF3F000000000000000000000000000000000000000000000000000000000000000000000000000000000

Sheet6

Scope Items(1) /CB Client Barriers(1 1) /CB Client Barriers/CB1 Closing Problems(1 2) /CB Client Barriers/CB2 Relational Disconnect(1 2 1) /CB Client Barriers/CB2 Relational Disconnect/CB2A(1 2 2) /CB Client Barriers/CB2 Relational Disconnect/CB2B(1 2 3) /CB Client Barriers/CB2 Relational Disconnect/CB2C(1 2 4) /CB Client Barriers/CB2 Relational Disconnect/CB2D(1 2 5) /CB Client Barriers/CB2 Relational Disconnect/CB2E(1 2 6) /CB Client Barriers/CB2 Relational Disconnect/CB2F(1 2 7) /CB Client Barriers/CB2 Relational Disconnect/CB2G(1 2 8) /CB Client Barriers/CB2 Relational Disconnect/CB2H(12) /CF Client Facilitators(12 6) /CF Client Facilitators/CF1 Deference(12 6 1) /CF Client Facilitators/CF1 Deference/CF1A(12 6 2) /CF Client Facilitators/CF1 Deference/CF1B(12 6 3) /CF Client Facilitators/CF1 Deference/CF1C(12 6 4) /CF Client Facilitators/CF1 Deference/CF1D(12 6 5) /CF Client Facilitators/CF1 Deference/CF1E(12 6 6) /CF Client Facilitators/CF1 Deference/CF1F(12 6 7) /CF Client Facilitators/CF1 Deference/CF1G(12 6 8) /CF Client Facilitators/CF1 Deference/CF1H(12 7) /CF Client Facilitators/CF2 Rapport Building(12 7 1) /CF Client Facilitators/CF2 Rapport Building/CF2A(12 7 2) /CF Client Facilitators/CF2 Rapport Building/CF2B(12 7 3) /CF Client Facilitators/CF2 Rapport Building/CF2C(12 7 4) /CF Client Facilitators/CF2 Rapport Building/CF2D(12 7 5) /CF Client Facilitators/CF2 Rapport Building/CF2E(12 7 5 1) /CF Client Facilitators/CF2 Rapport Building/CF2E/CF2E1(12 7 5 2) /CF Client Facilitators/CF2 Rapport Building/CF2E/CF2E2(12 7 6) /CF Client Facilitators/CF2 Rapport Building/CF2F(12 7 7) /CF Client Facilitators/CF2 Rapport Building/CF2G(12 8) /CF Client Facilitators/CF3 Closing Ritual(12 8 1) /CF Client Facilitators/CF3 Closing Ritual/CF3A(12 8 2) /CF Client Facilitators/CF3 Closing Ritual/CF3B(12 9) /CF Client Facilitators/CF4 NV Cues(12 9 1) /CF Client Facilitators/CF4 NV Cues/CF4A(12 9 2) /CF Client Facilitators/CF4 NV Cues/CF4B(12 9 3) /CF Client Facilitators/CF4 NV Cues/CF4C(12 9 4) /CF Client Facilitators/CF4 NV Cues/CF4D(12 9 5) /CF Client Facilitators/CF4 NV Cues/CF4E(12 9 6) /CF Client Facilitators/CF4 NV Cues/CF4F(12 9 7) /CF Client Facilitators/CF4 NV Cues/CF4G(12 10) /CF Client Facilitators/CF5 Greeting Ritual(2) /LB Librarian Barriers(2 1) /LB Librarian Barriers/LB1 Relational Disconnect(2 1 1) /LB Librarian Barriers/LB1 Relational Disconnect/LB1A(2 1 2) /LB Librarian Barriers/LB1 Relational Disconnect/LB1B(2 1 3) /LB Librarian Barriers/LB1 Relational Disconnect/LB1C(2 1 4) /LB Librarian Barriers/LB1 Relational Disconnect/LB1D(2 1 5) /LB Librarian Barriers/LB1 Relational Disconnect/LB1E(2 1 6) /LB Librarian Barriers/LB1 Relational Disconnect/LB1F(2 1 7) /LB Librarian Barriers/LB1 Relational Disconnect/LB1G(2 1 8) /LB Librarian Barriers/LB1 Relational Disconnect/LB1H(2 1 9) /LB Librarian Barriers/LB1 Relational Disconnect/LB1I(2 1 10) /LB Librarian Barriers/LB1 Relational Disconnect/LB1J(2 1 11) /LB Librarian Barriers/LB1 Relational Disconnect/LB1K(2 1 12) /LB Librarian Barriers/LB1 Relational Disconnect/LB1L(2 1 13) /LB Librarian Barriers/LB1 Relational Disconnect/LB1M(2 2) /LB Librarian Barriers/LB2 Negative Closure(2 2 1) /LB Librarian Barriers/LB2 Negative Closure/LB2A(2 2 2) /LB Librarian Barriers/LB2 Negative Closure/LB2B(2 2 3) /LB Librarian Barriers/LB2 Negative Closure/LB2C(2 2 4) /LB Librarian Barriers/LB2 Negative Closure/LB2D(2 2 5) /LB Librarian Barriers/LB2 Negative Closure/LB2E(2 2 6) /LB Librarian Barriers/LB2 Negative Closure/LB2F(11) /LF Librarian Facilitators(11 1) /LF Librarian Facilitators/LF1 Rapport Building(11 1 1) /LF Librarian Facilitators/LF1 Rapport Building/LF1A(11 1 2) /LF Librarian Facilitators/LF1 Rapport Building/LF1B(11 1 2 1) /LF Librarian Facilitators/LF1 Rapport Building/LF1B/LF1B1(11 1 2 2) /LF Librarian Facilitators/LF1 Rapport Building/LF1B/LF1B2(11 1 2 3) /LF Librarian Facilitators/LF1 Rapport Building/LF1B/LF1B3(11 1 3) /LF Librarian Facilitators/LF1 Rapport Building/LF1C(11 1 3 1) /LF Librarian Facilitators/LF1 Rapport Building/LF1C/LF1C1(11 1 3 2) /LF Librarian Facilitators/LF1 Rapport Building/LF1C/LF1C2(11 1 3 3) /LF Librarian Facilitators/LF1 Rapport Building/LF1C/LF1C3(11 1 3 4) /LF Librarian Facilitators/LF1 Rapport Building/LF1C/LF1C4(11 1 4) /LF Librarian Facilitators/LF1 Rapport Building/LF1D(11 1 4 1) /LF Librarian Facilitators/LF1 Rapport Building/LF1D/LF1D1(11 1 4 2) /LF Librarian Facilitators/LF1 Rapport Building/LF1D/LF1D2(11 1 5) /LF Librarian Facilitators/LF1 Rapport Building/LF1E(11 1 6) /LF Librarian Facilitators/LF1 Rapport Building/LF1F(11 1 6 1) /LF Librarian Facilitators/LF1 Rapport Building/LF1F/LF1F1(11 1 6 2) /LF Librarian Facilitators/LF1 Rapport Building/LF1F/LF1F2(11 1 7) /LF Librarian Facilitators/LF1 Rapport Building/LF1G(11 1 8) /LF Librarian Facilitators/LF1 Rapport Building/LF1H(11 2) /LF Librarian Facilitators/LF2 Deference(11 2 1) /LF Librarian Facilitators/LF2 Deference/LF2A(11 2 2) /LF Librarian Facilitators/LF2 Deference/LF2B(11 2 3) /LF Librarian Facilitators/LF2 Deference/LF2C(11 2 4) /LF Librarian Facilitators/LF2 Deference/LF2D(11 2 5) /LF Librarian Facilitators/LF2 Deference/LF2E(11 3) /LF Librarian Facilitators/LF3 NV Cues(11 3 1) /LF Librarian Facilitators/LF3 NV Cues/LF3A(11 3 2) /LF Librarian Facilitators/LF3 NV Cues/LF3B(11 3 3) /LF Librarian Facilitators/LF3 NV Cues/LF3C(11 3 4) /LF Librarian Facilitators/LF3 NV Cues/LF3D(11 3 5) /LF Librarian Facilitators/LF3 NV Cues/LF3E(11 3 6) /LF Librarian Facilitators/LF3 NV Cues/LF3F(11 4) /LF Librarian Facilitators/LF4 Greeting Ritual(11 5) /LF Librarian Facilitators/LF5 Closing Ritual(11 5 1) /LF Librarian Facilitators/LF5 Closing Ritual/LF5A(11 5 2) /LF Librarian Facilitators/LF5 Closing Ritual/LF5B(11 5 3) /LF Librarian Facilitators/LF5 Closing Ritual/LF5Ctotalspercent

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T208011000000100000000000000000000000000000000000010100100000000100000010000110000000100000000000000000100001211.54

T2280101001000000000000000000011000000000000000000001000000000010000000100000000000000000000000000000001000098.65

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T216010000000000011101010001010000000000000000000000000000000000000000000000100000000100000000010000000110001312.5

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T2420100000000000100000000000000000000000000000000000000000000000000000100000000000000000000000000000001100054.81

T2030000000000000100000000010100000010000000000000000000000000000000000000000000000000000000000000100001000065.77

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T28601000000000001100000000100000000100000000000000000000000000100000000100000000000000000001100000010000000109.62

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T2460100000100000000000000000000000000000000000000000000000000000000000000000000000000000001000100000000101065.77

T2570000000000000110000000010000000010000000000000000000000000000000000000000000000000000000000000000000000043.85

T227010000010000010100000001000001000000000000000001001000000000000000010000000000000000000000000000000110101211.54

T24301000001010000100000000100000000000000000000000000000000000001000001000000010000000010000000010000000000109.62

T281000000000000011100000011100001001000000000000000000000000000000000000000000100000110000000000000000000001110.58

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T237000000000000010000000000000101001000010010100001101000000001000000010000000000000000000001000000000000001312.5

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T2730000000000000000000000000000000000000000000000000000000000000000000000000000000001000000000100000000001032.88

T294000000000000011000010011001000101000000000000000000000000000000000010000100100001000000110000100010010001716.35

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T2540100000000000010000000000000000000000000000000000000000000000000000000001000000000000000000000000001000043.85

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T2260000000000000100100000010000000010000000000000001000000000000000000100000000000000000000000000000001000076.73

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T2470100000000000000000000010000000000000000000000000000000000000000000100000000000000000000000000000000000032.88

T2040000000100000000000000010000000000000000000010001000000000000000000100000000000000000000000000000000010065.77

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T2580100000000000100000000000000000000000000000000000000000000000000000100000000100000000000000001000000001065.77

T2690100000000000101000000000001000000000000000000000000000000010000000000000000000000000000010000100001000087.69

T2220000000000000000000000000000000000000000001000000000000000000000000100000000100001000000010101000001000198.65

T2890100000000000010000000010000000000000100000000000000000000000000000100000000000000000001100001000000000087.69

T2960000000000000100000000010000000010000000000000000000000000000000000100000100000000000000000000000000000054.81

T212000000000000011000000001001010001101000100000000000000000000000000010000110000000000000000000000000110001413.46

T221010000000000010110010001101100000000000000000000000000000000000000010000000000000100000100000100000010001413.46

T244010000000000011010000001000000000000000000100000000000000001000000010000010000000000000000000000000100101110.58

T2610100000000000000000000000000000000000000000000011000000000000100000000001000000000000000000000000000000054.81

T28300000000000001000000001100000100100000000000000000000000000000000000000011000000000000001100000000001000109.62

T217000000000000011000000011000000010000000000000000000000000000000000010000000010100100000110010000000110001413.46

T2200000000000000100000000110000000000000000000000000000000000000000000000000000000000000000100001000000101076.73

T2400100000000000100000000010000000000000000001000000000000000000000000100000000000000000000000000000001000065.77

T276010000000000011010000011000000000000000000000000000000000000000000010000001010010000000110000010000000001312.5

T2970000000000000101000000010000000000000000000000000000000000000000000010000000000001000000000000000000000054.81

T2010100000000000110000000010000000000000000000000000000000000010000000000000010000000000001000000100001000098.65

T2700101001000000001000000000000000000000000000000000000000000010000000000000000000000000000000000000000000054.81

T2900000000000000000100000100000000001000000001000000000000000000000000100001000000000000000000000000001100087.69

T2000100000000000000000000000000000000000000000000000000000000000000000000000000000001000000100100000000100054.81

T2620100000000000010000000000000000000000000000000101000000000010100000100000000000000000000000000001000000087.69

T2840100000000000000000000010000000000000000000000000000000000000000000100000100000001000000000000000000000054.81

T2110100000000000000000000000000000000000000000000000000000000010000000100000000000000000000000000000001000043.85

T218000000000000110100000000011100001000000000000000000000000000000000010010110000000000000100000100000100101514.42

T22901000000000001000000000100000000000000000000000010000001000000000000000010000000000000001101000000000100109.62

T2480000000000000100000000010000000000000000000000000000100000000000000000000000000000000000000000000001010054.81

T219010000000000011000000001000000000000000000000000100000000000000000010000001000000000000000000100000101011110.58

T2380000000000000110000000000000000010000000000000000000000000000000000100000000000000001000000001000000000065.77

T25601000001000001100000000000000000000000000010000000000000000000000001000000001000000000000001010000000100109.62

T2790000000000000110000000100000000010000000000000000000000000000000000110000000000001000000000000000001000087.69

totals0491200270200242261262040015445778341122304140241110402312031500120022140000051431018103481121132160018141301501581310321811173662

Percent062.031.272.53002.538.8602.53002.5353.1632.9115.197.592.5305.060018.9955.76.338.868.8610.133.85.061.271.2727.853.805.061.275.0602.535.061.2713.9205.0602.533.815.1903.81.276.33001.272.530027.851.275.060000064.565.063.81.27022.7812.663.85.0610.131.271.272.531.2716.462.531.277.590022.7817.7216.46018.99018.9910.131.273.81.27040.5122.7813.9221.523.8

Word Search Totals

WhatTotalPercent

Sorry2025.32

Thank you5164.56

Thanks3443.04

Thank u33.8

WhatTotalPercent

Librarian sorry1417.72

Client sorry78.86

Librarian thanks1822.78

Client thanks2430.38

Librarian thank you3645.57

Client thank you2835.44

Client thank u33.8

Librarian Facilitators

63

38

37

32

26

Relational Facilitators

Number of Transcripts

Client Facilitators

56

51

25

11

9



Relational Facilitators Compare

6356

3851

3711

329

2625

Librarian

Client



Librarian Barriers

22

21

Relational Barriers


Client Barriers

40

10

Relational Barriers


Relational Barriers Compare

2210

2140

Librarian

Client

Relational Barriers


Data

CB1 Closing Problems40LibrarianClient

CB2 Relational Disconnect10CB1 Closing Problems40LB2 Negative Closure22Rapport Building6351

CF1 Deference56CB2 Relational Disconnect10LB1 Relational Disconnect21Deference3856

CF2 Rapport Building51Nonverbal Cues379

CF3 Closing Ritual25Greeting Ritual3211

CF4 NV Cues9Closing Ritual2625

CF5 Greeting Ritual11CF1 Deference56LF1 Rapport Building63

LB1 Relational Disconnect21CF2 Rapport Building51LF2 Deference38LibrarianClient

LB2 Negative Closure22CF3 Closing Ritual25LF3 Nonverbal Cues37Negative Closure/Closing Problems2240

LF1 Rapport Building63CF5 Greeting Ritual11LF4 Greeting Ritual32Relational Disconnect2110

LF2 Deference38CF4 Nonverbal Cues9LF5 Closing Ritual26

LF3 NV Cues26

LF4 Greeting Ritual32

LF5 Closing Ritual37

Combined

GroupTotalSumOfT200SumOfT201SumOfT202SumOfT203SumOfT204SumOfT205SumOfT206SumOfT207SumOfT208SumOfT210SumOfT211SumOfT212SumOfT214SumOfT216SumOfT217SumOfT218SumOfT219SumOfT220SumOfT221SumOfT222SumOfT223SumOfT225SumOfT226SumOfT227SumOfT228SumOfT229SumOfT231SumOfT234SumOfT235SumOfT236SumOfT237SumOfT238SumOfT239SumOfT240SumOfT242SumOfT243SumOfT244SumOfT245SumOfT246SumOfT247SumOfT248SumOfT251SumOfT254SumOfT255SumOfT256SumOfT257SumOfT258SumOfT260SumOfT261SumOfT262SumOfT263SumOfT265SumOfT268SumOfT269SumOfT270SumOfT271SumOfT272SumOfT273SumOfT274SumOfT276SumOfT279SumOfT280SumOfT281SumOfT282SumOfT283SumOfT284SumOfT285SumOfT286SumOfT287SumOfT289SumOfT290SumOfT292SumOfT293SumOfT294SumOfT296SumOfT297SumOfT298SumOfT299SumOfT300

CB1 Closing Problems401010010111100000100011011011110011011111000110101110111101000001011001010000001

CB2 Relational Disconnect100000110020000000000000012000000010020010000010000000002000000000000000000000000

CF1 Deference560211012000021523214010220102001201113000111022120101121120232331100211101312211

CF2 Rapport Building510102101001035223124000122103002001011101100001040012010110121642310111103411212

CF3 Closing Ritual250001001000021011000000100000001100000000010001010001000010101110100100100110110

CF4 NV Cues90000000000020000000000000001002000000000030000000001000000000200000001000000220

CF5 Greeting Ritual110000000000000000000100000000101001001000000010000000000000100101000010100000000

LB1 Relational Disconnect210000200132002000100000121200013000000000100100002220000110000000000000000000110

LB2 Negative Closure220010000110101000000010001000010000011000000000001211111100000001001010000000001

LF1 Rapport Building631140140040132244202330111112301211132101001120211101100501243731230111214422113

LF2 Deference382100011002002131011200000322001010000020010110010001110401120200202202000200211

LF3 NV Cues260111010000001001111111000010000100010100000010100120010000010000000101000200100

LF4 Greeting Ritual320111010010111111100100111010000011101000101000010001010000101100000000101000001

LF5 Closing Ritual371000121002011111221103020110000000101120110110100000000101100200100000103100210

Assay Table 20060116

Scope ItemsGroupCodeT200T201T202T203T204T205T206T207T208T210T211T212T214T216T217T218T219T220T221T222T223T225T226T227T228T229T231T234T235T236T237T238T239T240T242T243T244T245T246T247T248T251T254T255T256T257T258T260T261T262T263T265T268T269T270T271T272T273T274T276T279T280T281T282T283T284T285T286T287T289T290T292T293T294T296T297T298T299T300totalspercent

(1 1) /CB Client BarriersCB1 Closing Problems10100101111000001000110110111100110111110001101011101111010000010110010100000014151.9

(1 2 1) /CB Client BarriersCB2 Relational DisconnectCB2A000000000000000000000000100000000000000000000000000000100000000000000000000000022.53

(1 2 2) /CB Client BarriersCB2 Relational DisconnectCB2B000000000000000000000000000000000000000000000000000000000000000000000000000000000

(1 2 3) /CB Client BarriersCB2 Relational DisconnectCB2C000000000000000000000000000000000000000000000000000000000000000000000000000000000

(1 2 4) /CB Client BarriersCB2 Relational DisconnectCB2D000000000000000000000000100000000000000000000000000000100000000000000000000000022.53

(1 2 5) /CB Client BarriersCB2 Relational DisconnectCB2E000011000000000000000001000000001001001000001000000000000000000000000000000000078.86

(1 2 6) /CB Client BarriersCB2 Relational DisconnectCB2F000000000000000000000000000000000000000000000000000000000000000000000000000000000

(1 2 7) /CB Client BarriersCB2 Relational DisconnectCB2G000000001000000000000000000000000001000000000000000000000000000000000000000000022.53

(1 2 8) /CB Client BarriersCB2 Relational DisconnectCB2H000000000000000000000000000000000000000000000000000000000000000000000000000000000

(1 2) /CB Client BarriersCB2 Relational Disconnect000000001000000000000000000000000000000000000000000000000000000000000000000000011.27

(1) /CB Client Barriers000000000000000000000000000000000000000000000000000000000000000000000000000000000

(11 1 1) /LF Librarian FacilitatorsLF1 Rapport BuildingLF1A00101100101110111011101110111011111111010001101101001001001111010100111111101115164.56

(11 1 2 1) /LF Librarian FacilitatorsLF1 Rapport BuildingLF1B/LF1B1000000000000000000000000000100000000000000000000000000010000010000000000000000033.8

(11 1 2 2) /LF Librarian FacilitatorsLF1 Rapport BuildingLF1B/LF1B2000000000000000100000000000000000000000000000000000000000000000000000000000000011.27

(11 1 2 3) /LF Librarian FacilitatorsLF1 Rapport BuildingLF1B/LF1B3000000000000000000000000000000000000000000000000000000000000000000000000000000000

(11 1 2) /LF Librarian FacilitatorsLF1 Rapport BuildingLF1B000001000000000000000000000000000000000000000000000000000000100000010000000100045.06

(11 1 3 1) /LF Librarian FacilitatorsLF1 Rapport BuildingLF1C/LF1C100100000100100010000000000000000000010000000000000000000000001001100000000100011012.66




(11 1 3) /LF Librarian FacilitatorsLF1 Rapport BuildingLF1C00100000100111010000000001001000000000000010000010010001000001001000001011000011822.78

(11 1 4 1) /LF Librarian FacilitatorsLF1 Rapport BuildingLF1D/LF1D1000000000000001000000000000000000000000000000000000000000000000000000000000000011.27

(11 1 4 2) /LF Librarian FacilitatorsLF1 Rapport BuildingLF1D/LF1D2000000000000000000000000000000000000000000000000000000000001000000000000100000022.53

(11 1 4) /LF Librarian FacilitatorsLF1 Rapport BuildingLF1D000000000000000000000000000000000000000000000000000000010000000000000000000000011.27

(11 1 5) /LF Librarian FacilitatorsLF1 Rapport BuildingLF1E000000000000000000000000000000000000000000000000000000000000000000000000010000011.27

(11 1 6 1) /LF Librarian FacilitatorsLF1 Rapport BuildingLF1F/LF1F1001000000000000000000000000000000000000000000000000000000000001000000000000000022.53

(11 1 6 2) /LF Librarian FacilitatorsLF1 Rapport BuildingLF1F/LF1F2000001000000000000000000000000000000000000000000000000000000000000000000000000011.27

(11 1 6) /LF Librarian FacilitatorsLF1 Rapport BuildingLF1F10000000100001100011000000000000000000000000000000000000010011100100000010010001316.46

(11 1 7) /LF Librarian FacilitatorsLF1 Rapport BuildingLF1G000000000000000000000000000010010001000000000000000000010010010000000000000000067.59

(11 1 8) /LF Librarian FacilitatorsLF1 Rapport BuildingLF1H000000000000000000000000000000000000000000000000000000000000000000000000000000000

(11 1) /LF Librarian FacilitatorsLF1 Rapport Building000000000000000000000000000000000000000000000000000000000000000000000000000000000

(11 2 1) /LF Librarian FacilitatorsLF2 DeferenceLF2A01000010000010110010000000110000000000100100000000010001000100000010010001001101822.78

(11 2 2) /LF Librarian FacilitatorsLF2 DeferenceLF2B10000000010000100100000001010000000000000000000000000001000101001001010001001001417.72

(11 2 3) /LF Librarian FacilitatorsLF2 DeferenceLF2C00000000000010000001000001000010100000000001000000000101001001001001000000000011316.46

(11 2 4) /LF Librarian FacilitatorsLF2 DeferenceLF2D000000000000000000000000000000000000000000000000000000000000000000000000000000000

(11 2 5) /LF Librarian FacilitatorsLF2 DeferenceLF2E10000100010001100001000001100000000000100000100100001001010000000010000000000001518.99

(11 2) /LF Librarian FacilitatorsLF2 Deference000000000000000000000000000000000000000000000000000000000000000000000000000000000

(11 3 1) /LF Librarian FacilitatorsLF3 NV CuesLF3A00100000000010011111010000100001000100000000101000000000000000000000010001000001518.99

(11 3 2) /LF Librarian FacilitatorsLF3 NV CuesLF3B0101010000000000000010000000000000000000000000000010010000010000000000000000100810.13

(11 3 3) /LF Librarian FacilitatorsLF3 NV CuesLF3C000000000000000000000000000000000000010000000000000000000000000000000000000000011.27

(11 3 4) /LF Librarian FacilitatorsLF3 NV CuesLF3D000000000000000000000000000000000000000000000000011000000000000000010000000000033.8

(11 3 5) /LF Librarian FacilitatorsLF3 NV CuesLF3E000000000000000000000000000000000000000000000000000000000000000000000000010000011.27

(11 3 6) /LF Librarian FacilitatorsLF3 NV CuesLF3F000000000000000000000000000000000000000000000000000000000000000000000000000000000

(11 3) /LF Librarian FacilitatorsLF3 NV Cues000000000000000000000000000000000000000000000000000000000000000000000000000000000

(11 4) /LF Librarian FacilitatorsLF4 Greeting Ritual01110100101111111001001110100000111010001010000100010100001011000000001010000013240.51

(11 5 1) /LF Librarian FacilitatorsLF5 Closing RitualLF5A00001100010000001000010001000000000001001001100000000000000000000000000010000001113.92

(11 5 2) /LF Librarian FacilitatorsLF5 Closing RitualLF5B00000110000010010100010100100000000010100000001000000000011001000000000010001101721.52

(11 5 3) /LF Librarian FacilitatorsLF5 Closing RitualLF5C000000000000000010010000000000000000000000000000000000000000000000000000000010033.8

(11 5) /LF Librarian FacilitatorsLF5 Closing Ritual10000000010101100110010100000000001000100100000000000001000001001000001011000001822.78

(11) /LF Librarian Facilitators000000000000000000000000000000000000000000000000000000000000000000000000000000000

(12 10) /CF Client FacilitatorsCF5 Greeting Ritual00000000000000000001000000001010010010000000100000000000001001010000101000000001113.92

(12 6 1) /CF Client FacilitatorsCF1 DeferenceCF1A01010010000101111110101101000011011010001100111100010100101111101001100011111104253.16

(12 6 2) /CF Client FacilitatorsCF1 DeferenceCF1B01000100000101101000000000010001000110000010110101001001001111100001010001000012632.91

(12 6 3) /CF Client FacilitatorsCF1 DeferenceCF1C00100000000001010010000100000000000000000000000000000110100000110000000000011001215.19

(12 6 4) /CF Client FacilitatorsCF1 DeferenceCF1D000000000000000000100010000000000000100000000000000000000001010000000010000000067.59

(12 6 5) /CF Client FacilitatorsCF1 DeferenceCF1E000000000000010000000000000100000000000000000000000000000000000000000000000000022.53

(12 6 6) /CF Client FacilitatorsCF1 DeferenceCF1F000000000000000000000000000000000000000000000000000000000000000000000000000000000

(12 6 7) /CF Client FacilitatorsCF1 DeferenceCF1G000000000000110000100000000000000000000000000000000000000000000000000000010000045.06

(12 6 8) /CF Client FacilitatorsCF1 DeferenceCF1H000000000000000000000000000000000000000000000000000000000000000000000000000000000

(12 6) /CF Client FacilitatorsCF1 Deference000000100000000100000000000000000000000000000000000000000000000000000000000000022.53

(12 7 1) /CF Client FacilitatorsCF2 Rapport BuildingCF2A00000000010000100100000000000000000000000000000100000000000111111000001011001011518.99

(12 7 2) /CF Client FacilitatorsCF2 Rapport BuildingCF2B01011010000111101110001101010000010111011000010100110001101101111101110011111114455.7

(12 7 3) /CF Client FacilitatorsCF2 Rapport BuildingCF2C000000000000000000100000000100000000000000000000000000000000011000000000100000056.33

(12 7 4) /CF Client FacilitatorsCF2 Rapport BuildingCF2D000100000000110100000000000100000000000000000001000000000000010000000000000000078.86

(12 7 5 1) /CF Client FacilitatorsCF2 Rapport BuildingCF2E/CF2E10000000000001001001000001000001000000000000000010001010000000000000000000000000810.13

(12 7 5 2) /CF Client FacilitatorsCF2 Rapport BuildingCF2E/CF2E2000000000001100000000000000000000000000000000000000000000000010000000000000000033.8

(12 7 5) /CF Client FacilitatorsCF2 Rapport BuildingCF2E000000000001100100100000100000000000000000000000000000000000010000000000010000078.86

(12 7 6) /CF Client FacilitatorsCF2 Rapport BuildingCF2F000000000000000000000001000000100000000000000000000000000000001010000000000000045.06

(12 7 7) /CF Client FacilitatorsCF2 Rapport BuildingCF2G000000000000000000000000000000000000000000000000000000000000000000000000010000011.27

(12 7) /CF Client FacilitatorsCF2 Rapport Building000000000000000000000000000000000000000000000000000000000000000000000000000000000

(12 8 1) /CF Client FacilitatorsCF3 Closing RitualCF3A00010010000110010000001000000011000000000100010100000000101011101001000001101102227.85

(12 8 2) /CF Client FacilitatorsCF3 Closing RitualCF3B000000000001000000000000000000000000000000000000000100000000000000000010000000033.8

(12 8) /CF Client FacilitatorsCF3 Closing Ritual000000000000001000000000000000000000000000000000000000000000000000000000000000011.27

(12 9 1) /CF Client FacilitatorsCF4 NV CuesCF4A000000000001000000000000000000000000000001000000000000000000000000000000000011045.06

(12 9 2) /CF Client FacilitatorsCF4 NV CuesCF4B000000000000000000000000000000000000000000000000000100000000000000000000000000011.27

(12 9 3) /CF Client FacilitatorsCF4 NV CuesCF4C000000000000000000000000000000100000000001000000000000000000000000000100000001045.06

(12 9 4) /CF Client FacilitatorsCF4 NV CuesCF4D000000000000000000000000000000000000000000000000000000000000000000000000000000000

(12 9 5) /CF Client FacilitatorsCF4 NV CuesCF4E000000000001000000000000000100000000000000000000000000000000000000000000000000022.53

(12 9 6) /CF Client FacilitatorsCF4 NV CuesCF4F000000000000000000000000000000100000000001000000000000000000010000000000000010045.06

(12 9 7) /CF Client FacilitatorsCF4 NV CuesCF4G000000000000000000000000000000000000000000000000000000000000010000000000000000011.27

(12 9) /CF Client FacilitatorsCF4 NV Cues000000000000000000000000000000000000000000000000000000000000000000000000000000000

(12) /CF Client Facilitators000000000000000000000000000000000000000000000000000000000000000000000000000000000

(2 1 1) /LB Librarian BarriersLB1 Relational DisconnectLB1A000000000000000000000000000000000000000000000000000000000000000000000000000000000

(2 1 10) /LB Librarian BarriersLB1 Relational DisconnectLB1J000000000000000000000000000000000000000000000000000000000000000000000000000000000

(2 1 11) /LB Librarian BarriersLB1 Relational DisconnectLB1K000000000000000000000000010000000000000000000000000000000000000000000000000000011.27

(2 1 12) /LB Librarian BarriersLB1 Relational DisconnectLB1L000000000000000000000000000000000000000000000000000000000000000000000000000011022.53

(2 1 13) /LB Librarian BarriersLB1 Relational DisconnectLB1M000000000000000000000000000000000000000000000000000000000000000000000000000000000

(2 1 2) /LB Librarian BarriersLB1 Relational DisconnectLB1B000000001000000000000000000000000000000000000000010000000000000000000000000000022.53

(2 1 3) /LB Librarian BarriersLB1 Relational DisconnectLB1C000000000000000000000001000000100000000000000000100000000000000000000000000000033.8

(2 1 4) /LB Librarian BarriersLB1 Relational DisconnectLB1D00001000100010001000001011000110000000000000000011100000000000000000000000000001215.19

(2 1 5) /LB Librarian BarriersLB1 Relational DisconnectLB1E000000000000000000000000000000000000000000000000000000000000000000000000000000000

(2 1 6) /LB Librarian BarriersLB1 Relational DisconnectLB1F000000000000000000000001000000100000000000000000001000000000000000000000000000033.8

(2 1 7) /LB Librarian BarriersLB1 Relational DisconnectLB1G000000001000000000000000000000000000000000000000000000000000000000000000000000011.27

(2 1 8) /LB Librarian BarriersLB1 Relational DisconnectLB1H000000000100000000000000000000000000000010010000000000011000000000000000000000056.33

(2 1 9) /LB Librarian BarriersLB1 Relational DisconnectLB1I000000000000000000000000000000000000000000000000000000000000000000000000000000000

(2 1) /LB Librarian BarriersLB1 Relational Disconnect000010010100100000000000000000000000000000000000000000000000000000000000000000045.06

(2 2 1) /LB Librarian BarriersLB2 Negative ClosureLB2A00100001001010000000100010000100000010000000000001111110000000010010100000000011822.78

(2 2 2) /LB Librarian BarriersLB2 Negative ClosureLB2B000000001000000000000000000000000000000000000000000000000000000000000000000000011.27

(2 2 3) /LB Librarian BarriersLB2 Negative ClosureLB2C000000000000000000000000000000000001000000000000110000010000000000000000000000045.06

(2 2 4) /LB Librarian BarriersLB2 Negative ClosureLB2D000000000000000000000000000000000000000000000000000000000000000000000000000000000

(2 2 5) /LB Librarian BarriersLB2 Negative ClosureLB2E000000000000000000000000000000000000000000000000000000000000000000000000000000000

(2 2 6) /LB Librarian BarriersLB2 Negative ClosureLB2F000000000000000000000000000000000000000000000000000000000000000000000000000000000

(2 2) /LB Librarian BarriersLB2 Negative Closure000000000000000000000000000000000000000000000000000000000000000000000000000000000

(2) /LB Librarian Barriers000000000000000000000000000000000000000000000000000000000000000000000000000000000

Percent4.816.738.655.775.7711.545.772.8811.547.693.8513.4616.3511.5413.4614.4210.586.7312.58.656.734.816.7311.548.658.656.7310.584.812.8811.545.774.815.773.859.6210.584.815.772.884.816.733.854.819.623.855.779.624.817.696.738.654.817.694.8114.424.813.859.6211.547.6924.0410.586.739.624.813.857.694.817.697.691.9211.5416.354.814.8113.468.659.62

totals579661263128414171214151171397571299711531265641011563574510461058795851554101282511710548588212175514910650

Assay Table 20060112

Scope ItemsT298T208T228T271T292T216T263T285T225T242T203T280T299T210T272T293T214T235T236T265T286T245T246T257T227T243T281T300T237T234T273T294T239T206T223T268T287T205T260T282T207T251T254T274T202T226T231T247T204T255T258T269T222T289T296T212T221T244T261T283T217T220T240T276T297T201T270T290T200T262T284T211T218T229T248T219T238T256T279totalsPercent

(1) /CB Client Barriers000000000000000000000000000000000000000000000000000000000000000000000000000000000

(1 1) /CB Client Barriers/CB1 Closing Problems01111111110001000110111011010100111111011010101101110100111000110110111101010104962.03

(1 2) /CB Client Barriers/CB2 Relational Disconnect010000000000000000000000000000000000000000000000000000000000000000000000000000011.27

(1 2 1) /CB Client Barriers/CB2 Relational Disconnect/CB2A001000000000000000000000000000000000000000000000000000000000000000100000000000022.53

(1 2 2) /CB Client Barriers/CB2 Relational Disconnect/CB2B000000000000000000000000000000000000000000000000000000000000000000000000000000000

(1 2 3) /CB Client Barriers/CB2 Relational Disconnect/CB2C000000000000000000000000000000000000000000000000000000000000000000000000000000000

(1 2 4) /CB Client Barriers/CB2 Relational Disconnect/CB2D001000000000000000000000000000000000000000000000000000000000000000100000000000022.53

(1 2 5) /CB Client Barriers/CB2 Relational Disconnect/CB2E000000000000000000000010110000001000010000000000100000000000000000000000000001078.86

(1 2 6) /CB Client Barriers/CB2 Relational Disconnect/CB2F000000000000000000000000000000000000000000000000000000000000000000000000000000000

(1 2 7) /CB Client Barriers/CB2 Relational Disconnect/CB2G010000000000000000000000010000000000000000000000000000000000000000000000000000022.53

(1 2 8) /CB Client Barriers/CB2 Relational Disconnect/CB2H000000000000000000000000000000000000000000000000000000000000000000000000000000000

(12) /CF Client Facilitators000000000000000000000000000000000000000000000000000000000000000000000000000000000

(12 6) /CF Client Facilitators/CF1 Deference000000000000000000000000000000000100000000000000000000000000000000000000100000022.53

(12 6 1) /CF Client Facilitators/CF1 Deference/CF1A10000100011110110001100110101001011010100101010000110011110111111100000011111114253.16

(12 6 2) /CF Client Facilitators/CF1 Deference/CF1B00010100000100000000100101110101000101100011000000000101010010010100010000011112632.91

(12 6 3) /CF Client Facilitators/CF1 Deference/CF1C10000100000000100000000010100000000000010000100000010000100000001010000010000001215.19

(12 6 4) /CF Client Facilitators/CF1 Deference/CF1D000000000001000000000000000000000000000000000100000000001100000100010000000000067.59

(12 6 5) /CF Client Facilitators/CF1 Deference/CF1E000001000000000000000000000001000000000000000000000000000000000000000000000000022.53

(12 6 6) /CF Client Facilitators/CF1 Deference/CF1F000000000000000000000000000000000000000000000000000000000000000000000000000000000

(12 6 7) /CF Client Facilitators/CF1 Deference/CF1G000001000000000010000000000000010000000000000000000000001000000000000000000000045.06

(12 6 8) /CF Client Facilitators/CF1 Deference/CF1H000000000000000000000000000000000000000000000000000000000000000000000000000000000

(12 7) /CF Client Facilitators/CF2 Rapport Building000000000000000000000000000000000000000000000000000000000000000000000000000000000

(12 7 1) /CF Client Facilitators/CF2 Rapport Building/CF2A10000000000101010000000000110001000000110000000000000000000111010001000000000011518.99

(12 7 2) /CF Client Facilitators/CF2 Rapport Building/CF2B10010110001110111001110111110101010010110001010110000111110111111100001001110004455.7

(12 7 3) /CF Client Facilitators/CF2 Rapport Building/CF2C000000000001000100000000001001000000000000000000000000001000000000000000000000056.33

(12 7 4) /CF Client Facilitators/CF2 Rapport Building/CF2D000001000011000010000000000001000000001000000000000000000000000000000000100000078.86

(12 7 5) /CF Client Facilitators/CF2 Rapport Building/CF2E001000000001000010000000000000010000000000000000000000011000000000000000100000078.86

(12 7 5 1) /CF Client Facilitators/CF2 Rapport Building/CF2E/CF2E10010000000000000100100000000100000000010000000000001000010000000000000001000000810.13

(12 7 5 2) /CF Client Facilitators/CF2 Rapport Building/CF2E/CF2E2000000000001000010000000000000000000000000000000000000010000000000000000000000033.8

(12 7 6) /CF Client Facilitators/CF2 Rapport Building/CF2F000000000000000000000000101010000000000000000000000000000001000000000000000000045.06

(12 7 7) /CF Client Facilitators/CF2 Rapport Building/CF2G000000000000000000000000000000010000000000000000000000000000000000000000000000011.27

(12 8) /CF Client Facilitators/CF3 Closing Ritual000000000000000000000000000000000000000000000000000000000000100000000000000000011.27

(12 8 1) /CF Client Facilitators/CF3 Closing Ritual/CF3A10000000001110101000100100101001010000100101010000000011000100000000000010001012227.85

(12 8 2) /CF Client Facilitators/CF3 Closing Ritual/CF3B000000000000000000010000000000000000000000000000000000010000000000010000000000033.8

(12 9) /CF Client Facilitators/CF4 NV Cues000000000000000000000000000000000000000000000000000000000000000000000000000000000

(12 9 1) /CF Client Facilitators/CF4 NV Cues/CF4A100000000000100000000000000000000000000001000000000000010000000000000000000000045.06

(12 9 2) /CF Client Facilitators/CF4 NV Cues/CF4B000000000000000000010000000000000000000000000000000000000000000000000000000000011.27

(12 9 3) /CF Client Facilitators/CF4 NV Cues/CF4C000000000000100000000000000010000000000001000000000001000000000000000000000000045.06

(12 9 4) /CF Client Facilitators/CF4 NV Cues/CF4D000000000000000000000000000000000000000000000000000000000000000000000000000000000

(12 9 5) /CF Client Facilitators/CF4 NV Cues/CF4E000000000000000000000000000001000000000000000000000000010000000000000000000000022.53

(12 9 6) /CF Client Facilitators/CF4 NV Cues/CF4F100000000001000000000000000010000000000001000000000000000000000000000000000000045.06

(12 9 7) /CF Client Facilitators/CF4 NV Cues/CF4G000000000001000000000000000000000000000000000000000000000000000000000000000000011.27

(12 10) /CF Client Facilitators/CF5 Greeting Ritual00000000000100000100000000001000000010010001000000001000010000100001000000000101113.92

(2) /LB Librarian Barriers000000000000000000000000000000000000000000000000000000000000000000000000000000000

(2 1) /LB Librarian Barriers/LB1 Relational Disconnect000000000000010010000000000000000000000010000000100000000000000000000000000000045.06

(2 1 1) /LB Librarian Barriers/LB1 Relational Disconnect/LB1A000000000000000000000000000000000000000000000000000000000000000000000000000000000

(2 1 2) /LB Librarian Barriers/LB1 Relational Disconnect/LB1B010000000000000000000000000000000000000000000000000000000000000000000100000000022.53

(2 1 3) /LB Librarian Barriers/LB1 Relational Disconnect/LB1C0000000000000

seeking synchronicity: evaluating virtual reference transcripts

Documents

transcripts questionpoint

total256 usable transcripts

rutgers university

green award

technical problems

system tests

associate professor

sessions25 transcriptsmonth