Proactive Chat in a Discovery Service: What Users Are Asking
| dc.contributor.author | Blizzard, Kara | |
| dc.date.accessioned | 2025-05-01T16:02:23Z | |
| dc.date.available | 2025-05-01T16:02:23Z | |
| dc.date.issued | 2019-07-29 | |
| dc.description | This study investigates questions users asked via both a proactive chat widget and a static “Ask Us” link in an academic library’s discovery service. Chat transcripts were coded according to four question categories: Reference, Borrowing, Technology Help, and Directional. Chat transcripts were also coded into more specific question types within each of the categories. Results showed that a high proportion of library users asked reference questions in the discovery service, regardless of whether they used a proactive invitation or a static link. Results also showed that library users were less likely to ask borrowing, technology help, and directional questions via the discovery service. Within the Reference category, a higher proportion of users tended to ask for help finding known items when they clicked on the “Ask Us” link. Conversely, a higher proportion of the proactive chat questions involved searching on a topic. These findings support the inclusion of proactive chat in search interfaces and provide valuable information about knowledge and skills that chat staff should possess. | |
| dc.identifier.doi | https://doi.org/10.7939/r3-5w8f-8q87 | |
| dc.language.iso | en | |
| dc.rights | This is an Accepted Manuscript of an article published by Taylor & Francis in Internet Reference Services Quarterly on July 29, 2019, available online: https://doi.org/10.1080/10875301.2019.1643435 | |
| dc.subject | virtual reference | |
| dc.subject | proactive chat | |
| dc.subject | discovery service | |
| dc.title | Proactive Chat in a Discovery Service: What Users Are Asking | |
| dc.type | http://purl.org/coar/resource_type/c_6501 http://purl.org/coar/version/c_970fb48d4fbd8a85 | |
| ual.jupiterAccess | http://terms.library.ualberta.ca/public |
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