1. On the Origin of Queries: Where Chat Reference Questions Begin.
- Author
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Dempsey, Paula R., Warner, Adrienne, Lux, Vera, and Rich, Linda
- Subjects
RESEARCH ,ACADEMIC libraries ,VIRTUAL reality ,HELP-seeking behavior ,COMPARATIVE studies ,COMMUNICATION ,INFORMATION resources ,WORLD Wide Web ,COVID-19 pandemic - 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. [ABSTRACT FROM AUTHOR]
- Published
- 2022
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