Natural language processing for virtual reference analysis
A Sharma, K Barrett, K Stapelfeldt - Evidence Based Library and …, 2022 - erudit.org
Objective–Chat transcript analysis can illuminate user needs by identifying common
question topics, but traditional hand coding methods for topic analysis are time-consuming …
question topics, but traditional hand coding methods for topic analysis are time-consuming …
Teaching and user satisfaction in an academic chat reference consortium
This study investigated 299 chat reference interactions from an academic library consortium
for instances of teaching and compared these against other characteristics of the chat, such …
for instances of teaching and compared these against other characteristics of the chat, such …
Local users, consortial providers: Seeking points of dissatisfaction with a collaborative virtual reference service
Objective–Researchers at an academic library consortium examined whether the service
model, staffing choices, and policies of its chat reference service were associated with user …
model, staffing choices, and policies of its chat reference service were associated with user …
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 …
during the COVID-19 pandemic. The researchers analyzed 3,339 chat transcripts from an …
How important is communication style in chat reference?
Chat operators sometimes struggle to find a communication style that balances
approachability and warmth with professionalism and authority. Both formal and informal …
approachability and warmth with professionalism and authority. Both formal and informal …
Pay (No) Attention to the Man Behind the Curtain: The Effects of Revealing Institutional Affiliation in a Consortial Chat Service
This study aims to understand how users within a library consortium perceive chat service
provided by staff members who are unaffiliated with the user's home library. The researchers …
provided by staff members who are unaffiliated with the user's home library. The researchers …