Presenters will discuss how the Instant Message Reference stats collection process has evolved over time at Eastern Kentucky University Libraries, with particular emphasis on the importance not only of quantitative, but also qualitative analysis of chat logs. The session will draw upon the recent experience of the presenters in analyzing IM Reference transcripts qualitatively, and will explain the ways in which such analysis may result in more accurate statistics collection and also improve chat and other library services by identifying trends in question types / numbers, which can inform staffing models to best meet the needs of users. Qualitative chat analysis can also provide a valuable training tool for library graduate assistants and others who are new to reference services. Learn how you can implement qualitative chat analysis, use it to customize chat services for your users, and take your IM and general reference services to the next level!
- instant message,
- reference statistics
Available at: http://works.bepress.com/heatherbeirne/2/