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The paradox of expertise: is the Wikipedia reference desk as good as your library?
Abstract Purpose - The purpose of this paper is to Purpose - The purpose of this paper is to examine the quality of answers on the Wikipedia reference desk, and to compare it with library reference services. It aims to examine whether Wikipedia volunteers outperform expert reference librarians and exemplify the paradox of expertise. Design/methodology/approach - The study applied content analysis to a sample of 434 messages (77 questions and 357 responses) from the Wikipedia reference desk and focused on three {SERVQUAL} quality variables: reliability (accuracy, completeness, verifiability), responsiveness, and assurance. Findings - The study reports that on all three {SERVQUAL} measures quality of answers produced by the Wikipedia reference desk is comparable with that of library reference services. Research limitations/implications - The collaborative social reference model matched or outperformed the dyadic reference interview and should be further examined theoretically and empirically. The generalizability of the findings to other similar sites is questionable. Practical implications - Librarians and library science educators should examine the implications of the social reference on the future role of reference services. Originality/value - The study is the first to: examine the quality of the Wikipedia Reference Desk; extend research on Wikipedia quality; use {SERVQUAL} measures in evaluating {QA} sites; and compare {QA} sites with traditional reference services.sites with traditional reference services.
Added by wikilit team Added on initial load  +
Collected data time dimension Cross-sectional  +
Comments On all three SERVQUAL measures quality of answers produced by the Wikipedia Reference Desk is comparable with that of library reference services. Unite of analysis is the Transaction: they have investigated each transaction on Wikipedia Reference Desk
Conclusion The study reports that on all three SERVQUAL measures quality of answers produced by the Wikipedia Reference Desk is comparable with that of library reference services.
Data source Wikipedia pages  +
Google scholar url http://scholar.google.com/scholar?ie=UTF-8&q=%22The%2Bparadox%2Bof%2Bexpertise%3A%2Bis%2Bthe%2BWikipedia%2Breference%2Bdesk%2Bas%2Bgood%2Bas%2Byour%2Blibrary%3F%22  +
Has author Pnina Shachaf +
Has domain Library science +
Has topic Miscellaneous topics +
Issue 6  +
Pages 977-96  +
Peer reviewed Yes  +
Publication type Journal article  +
Published in Journal of Documentation +
Research design Content analysis  +
Research questions The purpose of this paper is to examine thThe purpose of this paper is to examine the quality of answers on the Wikipedia Reference Desk, and to compare it with library reference services. It aims to examine whether Wikipedia volunteers outperform expert reference librarians and exemplify the paradox of expertise.ns and exemplify the paradox of expertise.
Revid 10,983  +
Theories Undetermined
Theory type Analysis  +
Title The paradox of expertise: is the Wikipedia reference desk as good as your library?
Unit of analysis Website  +
Url http://dx.doi.org/10.1108/00220410910998951  +
Volume 65  +
Wikipedia coverage Main topic  +
Wikipedia data extraction Dump  +
Wikipedia language English  +
Wikipedia page type User  + , Other  +
Year 2009  +
Creation dateThis property is a special property in this wiki. 15 March 2012 20:30:43  +
Categories Miscellaneous topics  + , Library science  + , Publications  +
Modification dateThis property is a special property in this wiki. 30 January 2014 20:31:50  +
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