Article on referrals in collaborative chat services

Throw this one on the "to-be-read-once-I-finish-my-master's-thesis-this-semester" pile:

Kwon, Nahyun. "User Satisfaction with Referrals at a Collaborative Virtual Reference Service." Information Research 11, no. 2 (2006). http://informationr.net/ir/11-2/paper246.html