Discrepancies Found in Librarian and Patron Perceptions of Successful Virtual Chat Interactions / Owens, E., & Brooks, K. (2025). Comparison of librarian and patron ratings of synchronous chat interactions. College & Research Libraries, 86(4), 567–585. https://doi.org/10.5860/crl.86.4.567 - Hayes, Julia (Evidence Based Library and Information Practice)