On Virtual Face-Work: An Ethnography of Two Live Chat Reference Interactions

• In Event: Online Chat Interaction

Abstract

Erving Goffman’s (1959, 1967) theoretical framework and concept of face-work has the potential to greatly increase the understanding of interpersonal dynamics in computer-mediated communication realms. This research used the concept of face-work to analyze the transcripts of two interactions between a librarian and a library user in a Web-based virtual reference service (VRS) environment. These highly goal-oriented interactions, even though lacking the immediacy of face-to-face interaction, were found to be rich sources of face-work.

Authors

• Marie Radford, Rutgers University

• Gary Radford, Fairleigh Dickinson Univ

• Lynn Connaway, NULL

• Jocelyn Deangelis Williams, Rutgers University