{"title":"Library Support in Times of Crisis: An Analysis of Chat Transcripts During COVID","authors":"S. Kathuria","doi":"10.1080/10875301.2021.1960669","DOIUrl":null,"url":null,"abstract":"Abstract 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 collection, and a large decrease in questions about using the library space. The overall sentiments of the chat questions were much more negative during COVID. Tagging and analyzing chat questions in this way can offer unique insights for all types of libraries to appropriately staff the service and best support patron needs in times of crisis.","PeriodicalId":35377,"journal":{"name":"Internet Reference Services Quarterly","volume":null,"pages":null},"PeriodicalIF":0.0000,"publicationDate":"2020-07-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"5","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Internet Reference Services Quarterly","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1080/10875301.2021.1960669","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q3","JCRName":"Social Sciences","Score":null,"Total":0}
引用次数: 5
Abstract
Abstract 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 collection, and a large decrease in questions about using the library space. The overall sentiments of the chat questions were much more negative during COVID. Tagging and analyzing chat questions in this way can offer unique insights for all types of libraries to appropriately staff the service and best support patron needs in times of crisis.
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.
京公网安备 11010802042870号
京ICP备2023020795号-1
分享
求助内容：
应助结果提醒方式：
扫码关注我们
