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 |