Virtual provider pessimism: Analysing instant messaging reference encounters with the pair perception comparison method

Abstract

Introduction. We examine the differences between user and provider perceptions of the same instant messaging reference encounter. We summarize previoius studies of face-to-face reference encounters, identifying a common phenomenon we call provider pessimism - when users of a service are more satisfied than providers think they will be. We then look for this phenomenon in an instant messaging reference setting. Method. The pair perception comparison method is introduced to systematically compare user and provider perceptions of the same encounter. We implement the method by administering separate satisfaction surveys to undergraduate users and Master's of Library Science student providers immediately after a shared instant messaging reference encounter. Analysis. A total of twenty-six matched surveys were compared using paired sample statistics to identify significant discrepancies. Results. We find evidence of provider pessimism for overall satisfaction, the tempo of the interaction, ease of use of the system, friendliness of the provider, accuracy of the references, provider follow-up and spelling and grammar used by the provider. Conclusion. Our findings suggest that new virtual reference providers should have increased confidence in their abilities and not be overly concerned with potentially stressful features of instant messaging such as typing quickly or misspelling words. Future use of the pair perception comparison method can more systematically identify discrepancies in user and provider perceptions. © the authors 2009.