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Library Support in Times of Crisis: An Analysis of Chat Transcripts During COVID.

This paper presents the analysis of over 4,000 chat questions from 2019-2020. Each chat question was individually categorized into broad level topics, and analyzed using sentiment analysis. During the COVID pandemic, there was an increase in the number of questions about accessing the physical colle...

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Published in:Internet Reference Services Quarterly Vol. 25; no. 3; pp. 107 - 120
Main Author: Kathuria, Sheeji
Format: research tables/charts Journal Article
Published: Taylor & Francis Ltd Jul-Sep2021
Online Access:View this record in EBSCOhost
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      dt: Jul-Sep2021
      vid: 25
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      pub: Taylor & Francis Ltd
      place: Philadelphia, Pennsylvania
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        10.1080/10875301.2021.1960669
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        atl: Library Support in Times of Crisis: An Analysis of Chat Transcripts During COVID.
      aug:
        au: Kathuria, Sheeji
        affil: Georgia State University
      sug:
        subj:
          COVID-19 Pandemic
          Access to Information
          Support, Psychosocial
          Libraries
          Text Messaging Evaluation
          Human
          Collection Development
          Information Seeking Behavior
          Communication
          Help Seeking Behavior
          Emotions
          Social Media
      ab: This paper presents the analysis of over 4,000 chat questions from 2019-2020. Each chat question was individually categorized into broad level topics, and analyzed using sentiment analysis. During the COVID pandemic, there was an increase in the number of questions about accessing the physical collection, and a large decrease in questions about using the library space. The overall sentiments of the chat questions were much more negative during COVID. Tagging and analyzing chat questions in this way can offer unique insights for all types of libraries to appropriately staff the service and best support patron needs in times of crisis.
      pubtype: Academic Journal
      doctype:
        research
        tables/charts
        Journal Article
      ougenre: Article
    language: English
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