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Stats Don't Tell the Whole Story: Using Qualitative Data Analysis of Chat Reference Transcripts to Assess and Improve Services

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Mungin, Michael – Journal of Library & Information Services In Distance Learning, 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…

Descriptors: Academic Libraries, Reference Services, Synchronous Communication, Transcripts (Written Records)

Coding into the Great Unknown: Analyzing Instant Messaging Session Transcripts to Identify User Behaviors and Measure Quality of Service

Peer reviewed

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Maximiek, Sarah; Rushton, Erin; Brown, Elizabeth – College & Research Libraries, 2010

After one year of providing virtual reference service through an instant messaging (IM) service, Binghamton University (BU) Libraries, under the purview of its Digital Reference Committee (DRC), undertook a study of collected session transcripts. The goals of this work were to determine who was using the IM service and why; if staffing for the…

Descriptors: College Libraries, Synchronous Communication, Transcripts (Written Records), Use Studies