The Thank You Study

Abstract

This exploratory study of unsolicited thank you messages from e-mail digital reference users analyzed the information provided in these messages for user perspectives on digital reference success, outcomes, and quality elements in answers. Digital reference interactions receiving thank you messages were also compared with nonthanked interactions. Results indicated that librarians who used more words in answers were more likely to receive a thank you response from users and that many other factors, such as e-mail or Web form use or the librarians’ expressing thanks to the user, did not appear to impact the thank you rate.