Park, Jung‐ran; Li, Guisu; Burger, Amy - In: Journal of Documentation 66 (2010) 6, pp. 807-823
Purpose – The purpose of this paper is to explore the communicative rituals of opening and closing manifested in e‐mail‐based Internet Public Library's (IPL's) online reference interaction. Design/methodology/approach – A total of 400 transcripts comprising user queries and responses by...