Evaluating the Impact of a Proactive Chat Feature on Reference Questions, Their Complexity and Subject Matter.
This study aims to investigate the impact of a proactive chat widget on the types of questions received and their complexity at the McGill University Libraries. A qualitative analysis of the proactive chat transcripts using coding for types and subject of questions as well as READ scale level was us...
| Published in: | Internet Reference Services Quarterly Vol. 29; no. 4; pp. 419 - 436 |
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| Format: | research tables/charts Journal Article |
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Taylor & Francis Ltd
Oct-Dec2025
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| Online Access: | View this record in EBSCOhost |