A window into our patron's needs: analyzing data from chat transcripts.
This article provides an analysis of transcripts of chat reference transactions. The data analyzed for this study were from 631 chat reference transcripts from the University of Minnesota Libraries-Twin Cities Campus collected from January to May for both 2003 and 2004. Specifically, the patrons' st...
| Publicado en: | Internet Reference Services Quarterly Vol. 11; no. 4; pp. 19 - 40 |
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| Autores principales: | , , |
| Formato: | pictorial research tables/charts Journal Article |
| Publicado: |
Taylor & Francis Ltd
2006
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| Acceso en línea: | Ver este registro en EBSCOhost |
| fields | @attributes: recordID: 1 pdfLink: plink: https://search.ebscohost.com/login.aspx?direct=true&db=ccm&AN=106294958&site=ehost-live header: @attributes: shortDbName: ccm uiTerm: 106294958 longDbName: CINAHL Complete uiTag: AN controlInfo: bkinfo: dissinfo: jinfo: jid: 10875301 67X jtl: Internet Reference Services Quarterly issn: 10875301 maglogo: N pubinfo: dt: 2006 vid: 11 iid: 4 pid: 377 pub: Taylor & Francis Ltd place: Philadelphia, Pennsylvania artinfo: ui: 106294958 106294958 2009578361 106294958 ppf: 19 ppct: 21 formats: tig: atl: A window into our patron's needs: analyzing data from chat transcripts. aug: au: Houlson V McCready K Pfahl CS affil: Business Reference Librarian, University Libraries, University of Minnesota-Twin Cities, 209 19th Ave South, Minneapolis, MN 55455 sug: subj: Information Needs Libraries, Academic Library Reference Services Utilization World Wide Web Applications Classification Communications Software Conversation Data Analysis Software Database Construction Descriptive Statistics Guest Relations Online Services Qualitative Studies Secondary Analysis Human ab: This article provides an analysis of transcripts of chat reference transactions. The data analyzed for this study were from 631 chat reference transcripts from the University of Minnesota Libraries-Twin Cities Campus collected from January to May for both 2003 and 2004. Specifically, the patrons' statuses, the length of sessions, the type of chat transactions, and the types of questions asked were examined. The findings determined that though a majority of patrons seeking assistance from the chat reference service were undergraduates (41%), graduate students used the service a surprising amount (28%). Overwhelmingly, most students needed assistance finding specific items or wanted to know how to find a resource. However, 17% of the undergraduates using this service were seeking in-depth reference assistance. The analysis has allowed for the transformation of chat reference services (including staffing and training) and also informs decisions about library services, Web sites, and collections. pubtype: Academic Journal doctype: pictorial research tables/charts Journal Article ougenre: Article language: English refInfo: holdings: @attributes: islocal: N |
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