Chatting Without Borders: Assessment as the First Step in Cultivating an Accessible Chat Reference Service

Abstract

As distance education programs grow at college and universities across the country, libraries must ensure virtual reference services are prepared to meet the needs of patrons in these programs. This article describes the process and results of a 2018 chat analysis conducted at a midsize research university with a large distance education program. The authors discuss the implications of their findings, as well as their process of closing the assessment loop. By using data to inform changes to virtual reference services, chat becomes more accessible and approachable to all users regardless of location. Abstract:As distance education programs grow at colleges and universities across the country, libraries must ensure virtual reference services are prepared to meet the needs of patrons in these programs. This article describes the process and results of a 2018 chat analysis conducted at a midsize research university with a large distance education program. The authors discuss the implications of their findings, as well as their process of closing the assessment loop. By using data to inform changes to virtual reference services, chat becomes more accessible and approachable to all users regardless of location.

Comparison of library website function access tools 2014–2018

“…BYU is not alone in witnessing a significant decrease in use of library chat. Eastman et al (2019) stated, "Despite its perceived popularity and utility for the university community, the use of the chat reference service has steadily declined since its introduction [in 2013]" (p. 263). The significant decrease in the use of chat reference found in this study lends support for a need…”

Assessing Demographics and Needs of Online Students before and during the COVID-19 Pandemic: Lessons from Academic Libraries

“…Assessing the usability of asynchronous online learning objects is crucial to university libraries, and sometimes comes in the form of usability studies on library websites, e-resources, and research guides (LibGuides) (Fry & Rich, 2011;Mitchell & West, 2017;Pant, 2015;Sonsteby & DeJonghe, 2013;Swanson et al, 2017). Learning lessons from library services and resources that serve virtual students is also valuable, such as evaluating chat and library electronic resources (Dempsey, 2019;Devine et al, 2011;Eastman et al, 2019;Ireland & Woods, 2008;Leong, 2007;Logan et al, 2019;Maloney & Kemp, 2015;Rogers & Nielsen, 2017;Valentine & Moss, 2017). Library assessment that helps online students is not always in the form of an analysis on this population; recent studies on critical assessment and creating inclusive instruction and virtual spaces also help librarians better serve all underrepresented patron groups (Catalano, 2014;Douglas, 2020;Heinbach et al, 2019;Roth & Turnbow, 2021;Tewell, 2020).…”

Beyond Reference Data: A Qualitative Analysis of Nursing Library Chats to Improve Research Health Science Services

“…Mungin (2017) at James Madison University analyzed chat transcripts in Dedoose over a five-year span in order to improve chat reference; and as recently as 2019, at Utah State University (which has a high population of students studying online), a group of librarians and learning technologists looked at chat trends over a year by analyzing 1600 chat transcripts through coding. Based on the findings of this analysis, the group made training resources and best practice handouts for answering chats (Eastman et al, 2019). In another chat analysis project, Logan, Barrett, and Pagotto (2019) used coding to analyze almost 500 chat transcripts to find behaviors to avoid.…”