Back To Schedule
Friday, May 18 • 1:55pm - 2:20pm
Virtual Reference Power Boost: Conducting a Chat Transcript Analysis at Utah State University

Sign up or log in to save this to your schedule, view media, leave feedback and see who's attending!

Feedback form is now closed.
Chat reference at USU Libraries has decreased since introducing the service. In order to understand this trend, we analyzed a year’s worth of chat transcripts from August 2016 to August 2017. In addition to examining the types and timing of patron questions, we coded qualities of the chat interactions themselves. We will share how the results of our analysis might inform future changes to the chat reference service and staff training in an effort to “level up” the library’s virtual reference.


Teagan Eastman

Utah State University Library

McKenzie Hyde

Utah State University Library

Katie Strand

Utah State University Library

Rachel Wishkoski

Reference & Instruction Librarian, Utah State University

Friday May 18, 2018 1:55pm - 2:20pm MDT
Soldier Creek