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ERIC Number: EJ1133651
Record Type: Journal
Publication Date: 2017
Pages: 12
Abstractor: As Provided
ISSN: ISSN-1533-290X
Stats Don't Tell the Whole Story: Using Qualitative Data Analysis of Chat Reference Transcripts to Assess and Improve Services
Mungin, Michael
Journal of Library & Information Services In Distance Learning, v11 n1-2 p25-36 2017
In the five years following implementation of a chat reference service at James Madison University (JMU), the service proved very popular but was not closely assessed for quality of service. Using grounded theory and qualitative data analysis techniques, a comprehensive assessment effort was begun in earnest and is in progress. Preliminary results indicate several patterns and difficulties that will inform the staffing model and training for this service and will potentially be generalizable to other similar libraries. Other libraries may find high value in assessing the transcripts of their chat reference interactions to gauge specific trends in their individual libraries.
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Publication Type: Journal Articles; Reports - Research; Tests/Questionnaires
Education Level: Higher Education; Postsecondary Education
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Identifiers - Location: Virginia
Grant or Contract Numbers: N/A