An Analysis of User Complaints on Chat Reference during the COVID-19 Pandemic: Insights into User Priorities.
This study aims to identify patterns in user complaints within chat transcripts before and during the COVID-19 pandemic. The researchers analyzed 3,339 chat transcripts from an academic chat reference consortium between January 2019 to December 2021. Transcripts were hand-coded for pandemic status,...
| Publicado en: | Internet Reference Services Quarterly Vol. 28; no. 4; pp. 373 - 394 |
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| Autores principales: | , , |
| Formato: | research tables/charts Journal Article |
| Publicado: |
Taylor & Francis Ltd
Oct-Dec2024
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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=180968674&site=ehost-live header: @attributes: shortDbName: ccm uiTerm: 180968674 longDbName: CINAHL Complete uiTag: AN controlInfo: bkinfo: dissinfo: jinfo: jid: 10875301 67X jtl: Internet Reference Services Quarterly issn: 10875301 maglogo: N pubinfo: dt: Oct-Dec2024 vid: 28 iid: 4 pid: 377 pub: Taylor & Francis Ltd place: Philadelphia, Pennsylvania artinfo: ui: 180968674 178524290 180968674 180968674 10.1080/10875301.2024.2379816 180968674 ppf: 373 ppct: 21 formats: tig: atl: An Analysis of User Complaints on Chat Reference during the COVID-19 Pandemic: Insights into User Priorities. aug: au: Barrett, Kathryn Crichton, Chad Logan, Judith affil: UTSC Library, University of Toronto Scarborough, Scarborough, Canada sug: subj: COVID-19 Pandemic Consumer Attitudes Library Reference Services Internet Human Faculty Referral and Consultation Students, Graduate Students, College Exploratory Research Data Analysis Software Descriptive Statistics Pearson's Correlation Coefficient Chi Square Test Fisher's Exact Test Comparative Studies Text Messaging Librarians ab: This study aims to identify patterns in user complaints within chat transcripts before and during the COVID-19 pandemic. The researchers analyzed 3,339 chat transcripts from an academic chat reference consortium between January 2019 to December 2021. Transcripts were hand-coded for pandemic status, semester, user type, presence of a complaint, complaint type and subtype, and complaint resolution. We tested the significance of relationships between variables using Pearson's chi-square test of independence and Fisher's exact test. Over the three-year study period, 17.6% of chats contained at least one complaint, with faculty and graduate students complaining more than expected, and undergraduates complaining less than expected. The most common complaint types concerned e-resources, accounts, and research. There were significant differences in complaints according to user type: students and faculty complained more about e-resources, staff and alumni complained more about accounts, and members of the public complained more about policies. The researchers found a statistically significant increase in complaints during the pandemic, with more complaints about document delivery and borrowing and e-access eligibility than expected, and fewer complaints about library accounts and noise than expected. Most complaints across the study period were resolved, typically via referral. pubtype: Academic Journal doctype: research tables/charts Journal Article ougenre: Article language: English refInfo: holdings: @attributes: islocal: N |
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