Language style matching as a measure of librarian/patron engagement in email reference transactions
Language style matching as a measure of librarian/patron engagement in email reference transactions
A. Agee
2019 · DOI: 10.1016/j.acalib.2019.102069
The journal of academic librarianship · 7 Citations
TLDR
By measuring how well librarians are meeting patrons' affective needs, LSM has the potential to provide a more holistic assessment of virtual reference services.