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Presentation
Not Just Numbers: Improving the User's Chat Reference Experience and Chat Reference Services Through Qualitative Analysis of IM Statistics
2012 Kentucky Library Association Joint Spring Conference (2012)
  • Heather K. Beirne, Eastern Kentucky University
  • Amy Salyer, Eastern Kentucky University
  • Emily R. Aldridge, Eastern Kentucky University
Abstract

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!

Keywords
  • IM,
  • instant message,
  • chat,
  • statistics,
  • reference,
  • reference statistics
Publication Date
Spring April 12, 2012
Citation Information
Heather K. Beirne, Amy Salyer and Emily R. Aldridge. "Not Just Numbers: Improving the User's Chat Reference Experience and Chat Reference Services Through Qualitative Analysis of IM Statistics" 2012 Kentucky Library Association Joint Spring Conference (2012)
Available at: http://works.bepress.com/heatherbeirne/2/