Technical Services and the Virtual Reference Desk: Mining Chat Transcripts for Improved E-Resource Management.

Autor:	Kimbrough, John¹ jwk77@georgetown.edu
Předmět:	Libraries Databases Information resources management Librarians Library reference services Electronic publications Data mining Text messages Library technical services Access to information Interprofessional relations Quality assurance Data analysis software Descriptive statistics
Zdroj:	Serials Librarian. Jan-Jun2018, Vol. 74 Issue 1-4, p212-216. 5p.
Abstrakt:	Patrons encountering difficulties with library electronic resources often turn to their library’s online chat service for assistance. Reviewing chat transcripts can help electronic resource librarians identify outstanding problems and process improvements that will help patrons navigating the universe of electronic resources. John Kimbrough, electronic resources librarian at Georgetown University Library, presented findings from analyzing a semester of chat transcripts for question type, frequently mentioned resources, outcomes, and referral rate from chat responders to electronic resources staff. The analysis indicated several areas in need of improvement and opportunities for collaboration between public services and technical services library staff. [ABSTRACT FROM AUTHOR]
Databáze:	Library, Information Science & Technology Abstracts
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