通过主动聊天获得更多用户

Q2 Social Sciences

Reference Librarian Pub Date : 2018-01-02 DOI:10.1080/02763877.2017.1352556

Linda Rich, Vera J Lux

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引用次数: 9

摘要

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。

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Reaching Additional Users with Proactive Chat

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.

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来源期刊

Reference Librarian Social Sciences-Library and Information Sciences

CiteScore

2.10

自引率

0.00%

发文量

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.