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Please use this identifier to cite or link to this item: http://hdl.handle.net/1860/3865

Title: Discourse analysis of the digital reference service of the Internet Public Library
Authors: Poole, Erik
Li, Jiexun
Park, Jung-ran
Keywords: Question-answering systems;Electronic reference services (Libraries)
Issue Date: 15-Apr-2010
Series/Report no.: IST Research Day 2010 posters
Abstract: The use of interpersonal communications in online settings is becoming more common. Examining why patrons continually engage in dialogue with librarians can help improve the reference service and result in increased usage. In this study, we adopted four types of stylometric features (lexical, structural, sentimental, politeness) to analyze the discourse data from the question-answering service of the Internet Public Library (IPL)’s Online Reference Service (www.ipl.org). We compared librarians’ responses that do not elicit subsequent queries from users with the ones that do elicit subsequent queries. Through the use of a Principle Component Analysis, we found specific sentimental features associated with dialogue containing subsequent queries from patrons.
URI: http://hdl.handle.net/1860/3865
Appears in Collections:Research Day Posters (IST)

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