Document Type
Presentation
Journal/Book Title/Conference
2018 Utah Library Association Conference
Location
Provo, UT
Publication Date
5-18-2018
First Page
1
Last Page
46
Abstract
Chat reference at USU Libraries has decreased since introducing the service. In order to understand this trend, we analyzed a year’s worth of chat transcripts from August 2016 to August 2017. In addition to examining the types and timing of patron questions, we coded qualities of the chat interactions themselves. We will share how the results of our analysis might inform future changes to the chat reference service and staff training in an effort to “level up” the library’s virtual reference.
Recommended Citation
Eastman, Teagan; Hyde, McKenzie; Strand, Katie; and Hyde, McKenzie, "Virtual Reference Power Boost: Conducting a Chat Transcript Analysis at Utah State University" (2018). Library Faculty & Staff Presentations. Paper 118.
https://digitalcommons.usu.edu/lib_present/118