关于查询的起源:聊天参考问题开始的地方

Q3 Social Sciences

Internet Reference Services Quarterly Pub Date : 2022-02-18 DOI:10.1080/10875301.2022.2029790

Paula R. Dempsey, Adrienne Warner, Vera J Lux, Linda Rich

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引用次数: 1

摘要

摘要提供聊天参考服务的学术图书馆有一系列选项，可以选择图书馆用户在哪里以及如何与聊天提供商互动。这些入口点可以是静态的，也可以主动邀请用户加入服务。这项研究比较了用户在美国三家大型公共研究图书馆输入聊天参考的URL。URL显示用户在图书馆任务中寻求帮助时的位置。这项探索性调查对于扩展用户求助行为以及聊天服务配置如何影响使用的知识非常重要。数据是与聊天交互相关的变量（n = 19839）在2019年至20年的三个学期在鲍灵格林州立大学（BGSU）、伊利诺伊大学芝加哥分校（UIC）和新墨西哥大学（UNM）学习。调查结果显示，用户大多数聊天都来自图书馆网站或发现层；来自其他资源的聊天启动是最小的；在新冠肺炎大流行期间，三家公司的聊天流量都有所增加。

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On the Origin of Queries: Where Chat Reference Questions Begin

Abstract Academic libraries providing chat reference services have a range of options for where and how library users can engage with chat providers. These entry points can be static or proactively invite users into the service. The study compares the URLs from which users entered chat reference at three large public research libraries in the United States. The URLs show where users were when they sought assistance with library tasks. This exploratory investigation is important for extending knowledge of user help-seeking behavior and how chat service configuration may impact use. Data are variables related to chat interactions (n = 19,839) at Bowling Green State University (BGSU), University of Illinois Chicago (UIC), and University of New Mexico (UNM) in three semesters 2019–20. Findings show users originated most chats from either the library website or discovery layer; chat initiations from other resources are minimal; chat traffic increased at all three during the COVID-19 pandemic.

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来源期刊

Internet Reference Services Quarterly Social Sciences-Library and Information Sciences

CiteScore

2.40

自引率

0.00%

发文量

期刊介绍： Internet Reference Services Quarterly tackles the tough job of keeping librarians up to date with the latest developments in Internet referencing and librarianship. This peer-reviewed quarterly journal is designed to function as a comprehensive information source librarians can turn to and count on for keeping up-to-date on emerging technological innovations, while emphasizing theoretical, research, and practical applications of Internet-related information services, sources, and resources. Librarians from any size or type of library in any discipline get the knowledge needed on how to best improve service through one of the most powerful reference tools available on the Internet.