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Technical Services and the Virtual Reference Desk: Mining Chat Transcripts for Improved E-Resource Management.

Patrons encountering difficulties with library electronic resources often turn to their library’s online chat service for assistance. Reviewing chat transcripts can help electronic resource librarians identify outstanding problems and process improvements that will help patrons navigating the univer...

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Publicado en:Serials Librarian Vol. 74; no. 1-4; pp. 212 - 217
Autor principal: Kimbrough, John
Formato: research tables/charts Journal Article
Publicado: Taylor & Francis Ltd Jan-Jun2018
Acceso en línea:Ver este registro en EBSCOhost
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      dt: Jan-Jun2018
      vid: 74
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      pub: Taylor & Francis Ltd
      place: Philadelphia, Pennsylvania
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        10.1080/0361526X.2018.1428482
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        atl: Technical Services and the Virtual Reference Desk: Mining Chat Transcripts for Improved E-Resource Management.
      aug:
        au: Kimbrough, John
        affil: Presenter
      sug:
        subj:
          Library Technical Services
          Library Reference Services
          Data Mining
          Text Messaging
          Information Management
          Quality Improvement
          Electronic Publications
          Libraries United States
          Descriptive Statistics
          Data Analysis Software
          Collaboration
          Librarians
          Resource Databases
          United States
          Clinical Assessment Tools
          Access to Information
      ab: Patrons encountering difficulties with library electronic resources often turn to their library’s online chat service for assistance. Reviewing chat transcripts can help electronic resource librarians identify outstanding problems and process improvements that will help patrons navigating the universe of electronic resources. John Kimbrough, electronic resources librarian at Georgetown University Library, presented findings from analyzing a semester of chat transcripts for question type, frequently mentioned resources, outcomes, and referral rate from chat responders to electronic resources staff. The analysis indicated several areas in need of improvement and opportunities for collaboration between public services and technical services library staff.
      pubtype: Academic Journal
      doctype:
        research
        tables/charts
        Journal Article
      ougenre: Article
    language: English
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