Title
Chatting Without Borders: Assessment as the First Step in Cultivating an Accessible Chat Reference Service
Document Type
Article
Journal/Book Title/Conference
Journal of Library & Information Services in Distance Learning
Volume
13
Issue
3
Publisher
Routledge
Publication Date
3-1-2019
First Page
262
Last Page
282
Abstract
As distance education programs grow at college and universities across the country, libraries must ensure virtual reference services are prepared to meet the needs of patrons in these programs. This article describes the process and results of a 2018 chat analysis conducted at a midsize research university with a large distance education program. The authors discuss the implications of their findings, as well as their process of closing the assessment loop. By using data to inform changes to virtual reference services, chat becomes more accessible and approachable to all users regardless of location.
Recommended Citation
Eastman, T., Hyde, M., Strand, K., and Wishkoski, R. (2019). “Chatting Without Borders: Assessment as the First Step in Cultivating an Accessible Chat Reference Service.” Journal of Library & Information Services in Distance Learning, DOI: 10.1080/1533290X.2019.1577784.