Expanding and Improving Our Library’s Virtual Chat Service

IF 1.5 4区管理学 Q3 COMPUTER SCIENCE, INFORMATION SYSTEMS

Information Technology and Libraries Pub Date : 2021-09-20 DOI:10.6017/ital.v40i3.13117

Parker Fruehan, Diana Hellyar

引用次数: 6

Abstract

With the onset of the COVID-19 pandemic and the ensuing shutdown of the library building for several months, there was a sudden need to adjust how the Hilton C. Buley Library at Southern Connecticut State University (SCSU) delivered its services. Overnight, the library’s virtual chat service went from a convenient way to reach a librarian to the primary method by which library patrons contacted the library for help. In this article, the authors will discuss what was learned during this time and how the service has been adjusted to meet user needs. Best practices and future improvements will be discussed.

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扩展和改进图书馆虚拟聊天服务

随着新冠肺炎疫情的爆发以及随后图书馆大楼关闭数月，突然需要调整南康涅狄格州立大学希尔顿·C·布利图书馆提供服务的方式。一夜之间，图书馆的虚拟聊天服务从联系图书管理员的便捷方式变成了图书馆顾客联系图书馆寻求帮助的主要方式。在本文中，作者将讨论在此期间学到了什么，以及如何调整服务以满足用户需求。将讨论最佳做法和今后的改进。

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

Information Technology and Libraries 管理科学-计算机：信息系统

CiteScore

2.90

自引率

5.60%

发文量

审稿时长

1 months

期刊介绍： Information Technology and Libraries publishes original material related to all aspects of information technology in all types of libraries. Topic areas include, but are not limited to, library automation, digital libraries, metadata, identity management, distributed systems and networks, computer security, intellectual property rights, technical standards, geographic information systems, desktop applications, information discovery tools, web-scale library services, cloud computing, digital preservation, data curation, virtualization, search-engine optimization, emerging technologies, social networking, open data, the semantic web, mobile services and applications, usability, universal access to technology, library consortia, vendor relations, and digital humanities.