Work

Analyzing Chat Transcripts to Improve Interlibrary Loan Services

Year: 2024

Type: article

Abstract: The Pennsylvania State University Libraries use Springshare’s Ask a Librarian service to provide virtual reference assistance to users. In 2014, the Libraries added a LibChat widget that allowed users to connect directly to the Interlibrary Loan team through connection points embedded on the Interlibrary Loan webpages and ILLiad interface. In this paper, chat and email tickets from the Interlibrary Loan channel were analyzed to identify and address common issues that patrons experienced when using the Interlibrary Loan service. We later used information gathered from this data, along with feedback from staff, to make changes to our services, and to information presented on our website.

Source: Journal of Library Resource Sharing

DOI: 10.1080/26915979.2024.2417275

Authors: Meg Massey, Mallory Witzig

Institutions: Pennsylvania State University, University of Wisconsin–Madison

Language: English

Topic: Web and Library Services

Subfield: Information Systems

Field: Computer Science

Domain: Physical Sciences

Open Access status: hybrid

Funders: University of Pennsylvania, Pennsylvania State University

OpenAlex ID: W4403544583

FWCI:

Cites: 4

Cited by:

Related to: 10