Exploring an automated method for the analysis of virtual reference interactions

IF 1.3 4区管理学 Q2 INFORMATION SCIENCE & LIBRARY SCIENCE

Reference Services Review Pub Date : 2023-11-28 DOI:10.1108/rsr-05-2023-0050

Clara Turp, Sandy Hervieux

引用次数: 0

Abstract

PurposeThis study aims to determine if automated coding with regular expression is a strong methodology to identify themes in virtual reference chat.Design/methodology/approachThe authors used a combination of manual and automated coding of chat transcripts for a period of two years to identify the categories of questions related to the new library system. This methodology enabled them to determine if regular expression accurately identified the topics of chat transcripts.FindingsThey discovered that regular expression is an appropriate method to identify themes in virtual reference interactions. This method enabled them to establish that patrons asked questions related to system changes in the weeks following their implementations.Originality/valueThis study highlights a new methodology for transcript analysis.

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探索分析虚拟参照相互作用的自动方法

目的本研究旨在确定使用正则表达式进行自动编码是否是一种识别虚拟参考聊天主题的有效方法。设计/方法/途径作者在两年的时间里结合使用了手动和自动编码聊天记录的方法来识别与新图书馆系统相关的问题类别。这种方法使他们能够确定正则表达式是否能准确识别聊天记录的主题。研究结果他们发现正则表达式是识别虚拟参考资料交互中主题的一种适当方法。这种方法使他们能够确定读者在系统实施后的几周内提出了与系统变更相关的问题。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Reference Services Review INFORMATION SCIENCE & LIBRARY SCIENCE-

CiteScore

3.20

自引率

10.00%

发文量

期刊介绍： Reference Services Review (RSR ) is a quarterly, refereed journal dedicated to the enrichment of reference knowledge and the advancement of reference services. RSR covers all aspects of reference functions, including automation of reference services, evaluation and assessment of reference functions and sources, models for delivering quality reference services in all types and sizes of libraries, development and management of teaching/learning activities, promotion of information literacy programs, and partnerships with other entities to achieve reference goals and objectives. RSR prepares its readers to understand and embrace current and emerging technologies affecting reference functions, instructional services and information needs of library users.