Face-Work in Chat Reference Encounters Presented by
Date conversion 17.02.2019 Size 12,04 Kb.
Presented by Marie L. Radford and Lynn Silipigni Connaway Library Research Round Table June 24, 2006 ALA, New Orleans, Louisiana Presenters Marie L. Radford, Ph.D. Associate Professor, Rutgers University, SCILS Email: firstname.lastname@example.org www.scils.rutgers.edu/~mradford Lynn Silipigni Connaway, Ph.D. Consulting Research Scientist Email: email@example.com www.oclc.org/research/staff/connaway.htm Grant Website: http://www.oclc.org/research/projects/synchronicity Seeking Synchronicity: Evaluating Virtual Reference Services from User, Non-User, and Librarian Perspectives $1,103,572 project funded by: Institute of Museum and Library Services Rutgers, The State University of New Jersey and OCLC Online Computer Library Center $405,076 in kind contributions Seeking Synchronicity: Evaluating Virtual Reference Services from User, Non-User, and Librarian Perspectives Project duration Four phases: Focus group interviews* Analysis of 1,000+ QuestionPoint transcripts 600 online surveys* 300 telephone interviews* *Interviews & surveys with VRS users, non-users, & librarians Phase I: Focus Groups 7 so far 4 with non-users 2 with VRS librarians 1 with VRS users 3 more to come Phase II: 24/7 Transcript Analysis Generated random sample July 7, 2004 through June 27, 2005 263,673 sessions 25 transcripts/month = 300 total 256 usable transcripts 226 of these analyzed for today’s presentation Classification Methodology Qualitative Analysis Development/refinement of category scheme Careful reading/analysis Identification of patterns Theoretical framework from Erving Goffman (1967) Interaction Ritual: Essays on Face-to-Face Behavior (1967) Essay: “On Face-Work: An analysis of Ritual Elements in Social Interaction” Face-Work “Much of the activity occurring during an encounter can be understood as an effort on everyone’s part to get through the occasion and all the unanticipated and unintentional events that can cast participants in an undesirable light, without disrupting the relationships of the participants” (Goffman, 1967, p. 41) Face Defined Positive social value person claims Self-image in terms of approved social attributes Establishing Face Face is located in flow of events Feelings about face reinforced by encounters If better face is established – feel good If expectations not fulfilled – feel bad or hurt Neutral experience – expected, not memorable Positive Face One can… Have face Be in face Maintain face Give face Save face User Facilitators Librarian and User Facilitator Comparisons Wrong Face One can also… Be in wrong face Be out of face Both result in feeling shame & inferior Poise is ability to conceal shameface In wrong face, can still be confident if others hide this from you User Barriers Librarians and User Barrier Comparison Expectations To maintain an expressive order regulates the flow of events To go to certain lengths to save face of others & themselves To do this “willingly & spontaneously because of emotional identification” with others & their feelings Kinds of Face-Work Rituals – Greetings & Farewells Corrective Process – Repair & Apology Avoidance Process– Prevent Threats to Face Poise – Control Embarrassment Face-Work in Chat Goffman provides a powerful way to frame analysis of chat encounters. Face, face-work, & line of participants are located in flow of the transcript (event). Analysis identifies instances of face-work. Major categories – see handout. Transcript Reading Positive VRS experience Duration = 1 hour 11 minutes Academic User Question – Boston drug company - diabetes Relational Work Enthusiastic user Helpful librarian Less than positive VRS experience Duration = 39 minutes Middle school or high school student Question – physics – car acceleration Poor reference work Extreme negative closure Positive Transcript Example
Where can I find the leading drug companies in boston doing diabetes treatment / prevention R&D? I can probably give you a few sources to get started, but I may wind up referring you to a business and/or medial librarian specialist. Let's start witht eNortheastern library web page... Positive Transcript Example
OK. I'm going to try the "co-browse" option -- that might let us see the same information at once...(if it's working!) Sorry, I thought there was a way you could search by sic code and get a ranked list of companies in a certian code. thats alright, seemed liek you were on the right track Negative Transcript Example
Which way is ur car accelerating when you’re thrown forward after hitting another bumper car? Is this a homework question. I'm not an expert on driving so I really can't answer that I'm not sure what you are asking. Negative Transcript Example
I really don't understand how I can answer that for you. can i hav another librarian The information you gave you me does not help me find any resources to help you. Endnotes This is one of the outcomes from the project Seeking Synchronicity: Evaluating Virtual Reference Services from User, Non-User, and Librarian Perspectives. Funded by IMLS, Rutgers University and OCLC, Online Computer Library Center. Project web site: http://www.oclc.org/research/projects/synchronicity/ Questions Marie L. Radford, Ph.D. Email: firstname.lastname@example.org www.scils.rutgers.edu/~mradford Lynn Silipigni Connaway, Ph.D. Email: email@example.com www.oclc.org/research/staff/connaway.htm
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