Virtual Reference Power Boost: Conducting a Chat Transcript Analysis at Utah State University
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.
This paper has been withdrawn.