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Stats Don't Tell the Whole Story: Using Qualitative Data Analysis of Chat Reference Transcripts to Assess and Improve Services.

In the five years following implementation of a chat reference service at James Madison University (JMU), the service proved very popular but was not closely assessed for quality of service. Using grounded theory and qualitative data analysis techniques, a comprehensive assessment effort was begun i...

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Published in:Journal of Library & Information Services in Distance Learning Vol. 11; no. 1/2; pp. 25 - 37
Main Author: Mungin, Michael
Format: research tables/charts Journal Article
Published: Taylor & Francis Ltd Jan-Jun2017
Online Access:View this record in EBSCOhost
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      dt: Jan-Jun2017
      vid: 11
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      pub: Taylor & Francis Ltd
      place: Philadelphia, Pennsylvania
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        atl: Stats Don't Tell the Whole Story: Using Qualitative Data Analysis of Chat Reference Transcripts to Assess and Improve Services.
      aug:
        au: Mungin, Michael
        affil: James Madison University, Harrisonburg, Virgina, USA
      sug:
        subj:
          Library Reference Services Evaluation
          Text Messaging
          Libraries, Academic Virginia
          Grounded Theory
          World Wide Web
          Coding
          Data Analysis Software
          Personnel Staffing and Scheduling
          Library Reference Services Classification
          Virginia
      ab: In the five years following implementation of a chat reference service at James Madison University (JMU), the service proved very popular but was not closely assessed for quality of service. Using grounded theory and qualitative data analysis techniques, a comprehensive assessment effort was begun in earnest and is in progress. Preliminary results indicate several patterns and difficulties that will inform the staffing model and training for this service and will potentially be generalizable to other similar libraries. Other libraries may find high value in assessing the transcripts of their chat reference interactions to gauge specific trends in their individual libraries.
      pubtype: Academic Journal
      doctype:
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        tables/charts
        Journal Article
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    language: English
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