In recent years, the use of asynchronous discussion forums in online learning has increased rapidly. In earlier studies, content analysis is the most-used research method in exploring the discussion transcripts. However, conventional content analysis is a time-consuming task and requires experienced coders. There is a need for an automated…

Introduction: This study investigated unmonitored referrals in a nationwide, collaborative chat reference service. Specifically, it examined the extent to which questions are referred, the types of questions that are more likely to be referred than others, and the level of user satisfaction with the referrals in the collaborative chat reference…