Paula R. Dempsey, Adrienne Warner, Vera J Lux, Linda Rich
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引用次数: 1
Abstract
Abstract Academic libraries providing chat reference services have a range of options for where and how library users can engage with chat providers. These entry points can be static or proactively invite users into the service. The study compares the URLs from which users entered chat reference at three large public research libraries in the United States. The URLs show where users were when they sought assistance with library tasks. This exploratory investigation is important for extending knowledge of user help-seeking behavior and how chat service configuration may impact use. Data are variables related to chat interactions (n = 19,839) at Bowling Green State University (BGSU), University of Illinois Chicago (UIC), and University of New Mexico (UNM) in three semesters 2019–20. Findings show users originated most chats from either the library website or discovery layer; chat initiations from other resources are minimal; chat traffic increased at all three during the COVID-19 pandemic.
期刊介绍：
Internet Reference Services Quarterly tackles the tough job of keeping librarians up to date with the latest developments in Internet referencing and librarianship. This peer-reviewed quarterly journal is designed to function as a comprehensive information source librarians can turn to and count on for keeping up-to-date on emerging technological innovations, while emphasizing theoretical, research, and practical applications of Internet-related information services, sources, and resources. Librarians from any size or type of library in any discipline get the knowledge needed on how to best improve service through one of the most powerful reference tools available on the Internet.
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