Library Support in Times of Crisis: An Analysis of Chat Transcripts During COVID

Kathuria, Sheetija

doi:10.1080/10875301.2021.1960669

Cited by 9 publications

(6 citation statements)

References 25 publications

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“…Very few law students availed of online reference assistance. This result is in contrast with the studies claiming that online reference services are maximized to inquire about accessing online databases (Baskaran, 2019;Fuller & Dryden, 2015;Kathuria, 2021). The said contrast and the great extent of use of the different online databases of the Law Library prove that law students are ready for the hyflex library modality.…”

Section: Conclusion and Recommendationsmentioning

confidence: 62%

Getting Ready to Hyflex: An Assessment of the DLSU Law Students’ Use of Online Library Resources and Resources

Frias

2022

ULNSD

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Objective.The onset of the pandemic in 2020 forced the education sector to shift to the online learning modality. This paper aims to determine the law students' actual utilization rate and patterns of online resources and services. Methods. This paper used a quantitative method to arrive at its primary purpose. It collected use statistics on all online legal databases and online services offered by the Law Library. This paper analyzed the collected statistics by applying the different statistical measures such as the extraction of mean, averages, and percentages. Results. This study found that law students used online resources to a great extent. Academic activities, databases' contents, and titles' availability are the factors affecting the frequency of use of online resources. The results of this study will become the bases for planning for the continuous improvement of the law library's resources and services in preparation for the permanent offering of the hyflex learning modality in the Tanada-Diokno College of Law of the De La Salle University. Conclusions. The low extent of use of the online reference services and the great degree of use of the different online databases prove that law students can access online information independently, strengthening the proof that they are now ready for the hyflex modality of library service.

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Section: Conclusion and Recommendationsmentioning

confidence: 62%

Getting Ready to Hyflex: An Assessment of the DLSU Law Students’ Use of Online Library Resources and Resources

Frias

2022

ULNSD

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“…Academic libraries arguably have more reason than ever to address their chat policies in the wake of the COVID-19 pandemic. Many libraries reported significant jumps in overall use of chat services, as in-person restrictions meant that most libraries moved their user-facing services to virtual (Kathuria, 2021;Temiz & Salelkar, 2020;Walsh & Rana, 2020). As repeated waves of different COVID-19 variants present problems to in-person service, some patrons may continue to prefer to use virtual library services.…”

Section: Analysis Of Chat Transcriptsmentioning

confidence: 99%

“…Humanistic considerations are not limited to those being served, but also are necessary for providing a safe working environment for VR staff and librarians. Kathuria (2021) found that, despite a "spike in net positive words early…" (p. 115) as the pandemic continued, chat transcripts indicated a much more negative sentiment than the year prior to the pandemic. It logically follows that similar negative sentiments were felt both by library employees and patrons.…”

Section: Covid-19 Pandemic Experiencesmentioning

confidence: 99%

Chat References in “Big 12” and ARL Libraries: An Analysis of Training, Policy, and Guidelines

Salmans

Barba

2023

Journal of Web Librarianship

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“…Belanger et al (2016) also noted that some of the library users expected to be able to chat with a particular librarian and not just any librarian available at the time of request. A study by Kathuria (2021) on 'Library support in times of crisis: An analysis of chat transcripts during COVID-19 at Auburn University Libraries' noted that there was a spike in use of live chart services by up to 15 times in the first month of lockdown due to COVID-19 that is March 2020 compared to March 2019 and the number doubled by April 2020. However, there was high spike in usage of live chart; library users rated the service poorly.…”

Section: Service Qualitymentioning

confidence: 99%

“…However, there was high spike in usage of live chart; library users rated the service poorly. Kathuria (2021) also noted that more chat request were received on weekends compared to weekdays yet there were fewer library staff working on weekends leading to delay in response. Highest perceived service qualities provided by the selected libraries were as follows: 'Library Employees are willing to help' (3.92), 'The website is easy to use' (3.83), 'Information at the website is organized' (3.79), 'The knowledge and courtesy of library employees inspire trust' (3.76), 'Availability of Library website' (3.64) and 'The Website loads quickly' (3.48).…”

Section: Service Qualitymentioning

confidence: 99%

An Assessment of Students’ Satisfaction with the Quality of Library Electronic Information Services during COVID-19 Pandemic at Selected Universities, Kenya

Mwenda¹,

Kimani²

2022

IJLISS

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The study assessed students’ satisfaction with the quality of library electronic information services during covid 19 pandemic at selected universities in Kenya. The study utilized a quantitative research design. A self-administered questionnaire with a five-point Likert-type scale was used to collect data from 360 undergraduate students from two selected universities in Kenya with a study population of 12000 undergraduate students. Data analyses were done using descriptive statistics, simple linear regression and partial correlation. The hypotheses were tested at 0.05 confidence level. The study findings demonstrate a significant positive relationship between SERVQUAL guided library electronic service delivery and student satisfaction, which means that an increase in electronic service quality will lead to an increase in customer satisfaction. The live chat service received a negative score but overall, electronic library services received a positive score which is an indication that library users appreciate the value of the electronic library services for their academic activities. The study identified smartphone as the most popular devise used to access electronic information services with 92% of the respondents using the device, the findings demonstrate the active role that smartphones are playing in formal learning and the various benefits students gain from smartphones. The study recommends design of mobile friendly library websites, transcription of the chart service to identify the frequently asked queries then create Frequently Asked Questions (FAQ) feature on the library website to help respond to the information needs of the users more quickly and incase the FAQ page already exist explore ways in which the FAQ page could be automatically linked to users following each chat request. The study also recommends integration of information literacy training with the regular curriculum. The findings of this study may be used by educational institutions to enhance the role of libraries in distance and online education.

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Library Support in Times of Crisis: An Analysis of Chat Transcripts During COVID

Cited by 9 publications

References 25 publications

Getting Ready to Hyflex: An Assessment of the DLSU Law Students’ Use of Online Library Resources and Resources

Getting Ready to Hyflex: An Assessment of the DLSU Law Students’ Use of Online Library Resources and Resources

Chat References in “Big 12” and ARL Libraries: An Analysis of Training, Policy, and Guidelines

An Assessment of Students’ Satisfaction with the Quality of Library Electronic Information Services during COVID-19 Pandemic at Selected Universities, Kenya

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