Reaching Additional Users with Proactive Chat

Q2 Social Sciences
Linda Rich, Vera J Lux
{"title":"Reaching Additional Users with Proactive Chat","authors":"Linda Rich, Vera J Lux","doi":"10.1080/02763877.2017.1352556","DOIUrl":null,"url":null,"abstract":"ABSTRACT Despite a general decline in recent years in academic libraries’ reference desk statistics, research indicates that library users continue to have complex research questions but are largely unaware that librarians are waiting and ready to assist them. The challenge for librarians is to connect with users at their point of need. At Bowling Green State University, we are making a move in this direction with proactive (pop-up) chat widgets embedded within our library Web pages, catalog, and databases. Since implementation, the number of chat reference questions received has more than doubled, helping us reach additional users from on-and off-campus.","PeriodicalId":35386,"journal":{"name":"Reference Librarian","volume":null,"pages":null},"PeriodicalIF":0.0000,"publicationDate":"2018-01-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/02763877.2017.1352556","citationCount":"9","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Reference Librarian","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1080/02763877.2017.1352556","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q2","JCRName":"Social Sciences","Score":null,"Total":0}
引用次数: 9

Abstract

ABSTRACT Despite a general decline in recent years in academic libraries’ reference desk statistics, research indicates that library users continue to have complex research questions but are largely unaware that librarians are waiting and ready to assist them. The challenge for librarians is to connect with users at their point of need. At Bowling Green State University, we are making a move in this direction with proactive (pop-up) chat widgets embedded within our library Web pages, catalog, and databases. Since implementation, the number of chat reference questions received has more than doubled, helping us reach additional users from on-and off-campus.
通过主动聊天获得更多用户
摘要尽管近年来学术图书馆参考咨询台的统计数据普遍下降,但研究表明,图书馆用户仍然有复杂的研究问题,但他们基本上没有意识到图书馆员正在等待并准备帮助他们。图书馆员面临的挑战是在用户需要的时候与他们建立联系。在鲍灵格林州立大学,我们正在朝着这个方向前进,在我们的图书馆网页、目录和数据库中嵌入了主动(弹出)聊天小工具。自实施以来,收到的聊天参考问题数量增加了一倍多,帮助我们接触到更多校内外用户。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
求助全文
约1分钟内获得全文 求助全文
来源期刊
Reference Librarian
Reference Librarian Social Sciences-Library and Information Sciences
CiteScore
2.10
自引率
0.00%
发文量
6
期刊介绍: The Reference Librarian aims to be a standard resource for everyone interested in the practice of reference work, from library and information science students to practicing reference librarians and full-time researchers. It enables readers to keep up with the changing face of reference, presenting new ideas for consideration. The Reference Librarian publishes articles about all aspects of the reference process, some research-based and some applied. Current trends and traditional questions are equally welcome. Many articles concern new electronic tools and resources, best practices in instruction and reference service, analysis of marketing of services, and effectiveness studies.
×
引用
GB/T 7714-2015
复制
MLA
复制
APA
复制
导出至
BibTeX EndNote RefMan NoteFirst NoteExpress
×
提示
您的信息不完整,为了账户安全,请先补充。
现在去补充
×
提示
您因"违规操作"
具体请查看互助需知
我知道了
×
提示
确定
请完成安全验证×
copy
已复制链接
快去分享给好友吧!
我知道了
右上角分享
点击右上角分享
0
联系我们:info@booksci.cn Book学术提供免费学术资源搜索服务,方便国内外学者检索中英文文献。致力于提供最便捷和优质的服务体验。 Copyright © 2023 布克学术 All rights reserved.
京ICP备2023020795号-1
ghs 京公网安备 11010802042870号
Book学术文献互助
Book学术文献互助群
群 号:481959085
Book学术官方微信