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Results of the Survey on Chat Reference Training Techniques

A total of 23 chat reference training techniques identified from the literature were rated in terms of their effectiveness in delivering the core competencies determined in survey I. The following table and figures present a summarizing view of the results.

Training Techniques

Yes #
Mean
Stdev
Trainees pair up as patron and librarian to gain hands-on experiences on using the software.
T4
196
6.16
1.20
Trainees review selected chat transcripts to learn more about the transaction.
T10
107
6.01
1.15
Trainees ask questions to real chat reference services as users and evaluate their experiences - the secret shopper approach.
T12
35
5.89
1.35
Librarians pair up to practice chat reference skills on a regular basis for a certain period of time.
T20
30
5.83
1.23
Cheat sheet containing vital information librarians might need to access quickly and often while covering the service.
T16
109
5.81
1.17
Training is provided in-house where trainer is physically present with trainees.
T21
164
5.79
1.32
Trainer breaks down the learning into a list of concrete tasks and subtasks to make it more manageable.
T3
139
5.70
1.12
Software training refreshers are provided on a regular basis.
T19
66
5.55
1.23
Trainees have more experienced librarians as mentors to monitor their real chat sessions for a given period of time and provide feedback to them
T13
57
5.54
1.23
Trainees pair up and engage in pre-designed reference scenarios to practice the reference interview and online communication skills.
T11
89
5.47
1.43
Trainer discusses the service policy and procedural issues, including the scope of the service, when to provide instructions and when to give direct answers, etc.
T9
133
5.35
1.15
Trainer discusses/demonstrates how to apply reference interview techniques in chat sessions where no visual and verbal cues exist.
T6
133
5.35
1.33
Trainer demonstrates the features and functions of the chat software
T1
213
5.29
1.42
Trainer discusses/demonstrates online written communication skills and chat etiquette skills to help trainees better understand the chat communication method.
T7
139
5.29
1.37
Trainer provides complete and objective information about the software, including advantages and disadvantages
T2
159
5.28
1.34
Trainer explains the concept of chat reference and how it has impacted library reference work, preparing trainees at the conceptual level.
T5
92
5.25
1.34
Trainer discusses/demonstrates user management techniques, such as making referral or follow-up decisions and dealing with rude users, etc.
T8
142
5.18
1.26
Training manual (either print or electronic) containing all the training related information to facilitate the training process and for future reference.
T15
128
5.15
1.53
Trainer discusses/demonstrates database and the Internet searching skills.
T14
53
5.09
1.38
Communication venues like email-listserv, online discussion board, or regular feed-back meetings for trainers and trainees to exchange their thoughts on the training program.
T18
99
4.88
1.55
Online tutorials created by software vendors on learning how to use the chat software.
T17
70
4.36
1.63
Training is provided through tele-conferencing or web-conferencing.
T22
62
4.31
1.53
Training is provided online, through software like WebCT or BlackBoard.
T23
17
4.29
1.90

Table I. Summary of the ratings for chat reference training techniques


Figure I. Number of respondents who received or did not receive the training listed on the survey



Figure 2. The distribution of the mean and standard deviation for the ratings of training techniques