Known-item searches and search tactics in library search systems: Results from four transaction log analysis studies

Numerous libraries and museums have adopted the International Image Interoperability Framework (IIIF) that promotes mutual use of images among different institutions. In a IIIF-compatible digital collection, images are retrieved via IIIF Image API (Application Programming Interface), wherein regions of images can be specified. Thus, it is possible to investigate image usage in detail by examining the image regions that have been requested. In this article, we propose a log analysis method to measure the image usage and to visualize the analysis outcomes. Specifically, we employ the number of accesses to each pixel and visualize the results using heat maps. Given that a pixel is the smallest image unit, we apply herein a fine-grained analysis. The analysis method can be used in different applications including research tools in which researchers examine images and heat maps that show which regions of the images have already been examined by collaborators.

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Investigating the relationships between dialog patterns and user satisfaction in customer service chat systems based on chat log analysis

Jiang

Guo

Wei

et al. 2022

Journal of Information Science

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While previous studies of customer service chat systems (CSCS) understood user satisfaction as individuals’ subjective perceptions and depended heavily on self-report methods for satisfaction measurement, this article presents an obtrusive chat log analysis that followed the established approaches of search log analysis and examined the relationships between dialog patterns and user satisfaction. An 81-day chat log was obtained from a real-world CSCS that involves both a chatbot and human representatives. A total of 75,918 chat sessions/147,972 sub-sessions containing 251,556 user messages and 349,416 system messages were extracted after data processing and analysed in terms of topic, length and path. As found in this study, the users were more likely to get satisfied on low-difficulty topics. The dialog between the CSCS and users was shallow in general. While human representatives’ elaboration contributed to user satisfaction, the chatbot was responsible for damaging user satisfaction. The significance of this study consists not only in providing objective evidence about user satisfaction in online chat but also in generating practical implications for the CSCS to improve user satisfaction.

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Known-item searches and search tactics in library search systems: Results from four transaction log analysis studies

Cited by 4 publications

References 35 publications

The Search Studies Group at Hamburg University of Applied Sciences

The Search Studies Group at Hamburg University of Applied Sciences

Understanding IIIF image usage based on server log analysis

Investigating the relationships between dialog patterns and user satisfaction in customer service chat systems based on chat log analysis

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