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...
| Publicado en: | Internet Reference Services Quarterly Vol. 25; no. 3; pp. 107 - 120 |
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| Autor principal: | |
| Formato: | research tables/charts Journal Article |
| Publicado: |
Taylor & Francis Ltd
Jul-Sep2021
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| Acceso en línea: | Ver este registro en EBSCOhost |