危机时期的图书馆支持：对新冠肺炎期间聊天记录的分析

Q3 Social Sciences

Internet Reference Services Quarterly Pub Date : 2020-07-02 DOI:10.1080/10875301.2021.1960669

S. Kathuria

{"title":"危机时期的图书馆支持：对新冠肺炎期间聊天记录的分析","authors":"S. Kathuria","doi":"10.1080/10875301.2021.1960669","DOIUrl":null,"url":null,"abstract":"Abstract This paper presents the analysis of over 4,000 chat questions from 2019-2020. Each chat question was individually categorized into broad level topics, and analyzed using sentiment analysis. During the COVID pandemic, there was an increase in the number of questions about accessing the physical collection, and a large decrease in questions about using the library space. The overall sentiments of the chat questions were much more negative during COVID. Tagging and analyzing chat questions in this way can offer unique insights for all types of libraries to appropriately staff the service and best support patron needs in times of crisis.","PeriodicalId":35377,"journal":{"name":"Internet Reference Services Quarterly","volume":null,"pages":null},"PeriodicalIF":0.0000,"publicationDate":"2020-07-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"5","resultStr":"{\"title\":\"Library Support in Times of Crisis: An Analysis of Chat Transcripts During COVID\",\"authors\":\"S. Kathuria\",\"doi\":\"10.1080/10875301.2021.1960669\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"Abstract This paper presents the analysis of over 4,000 chat questions from 2019-2020. Each chat question was individually categorized into broad level topics, and analyzed using sentiment analysis. During the COVID pandemic, there was an increase in the number of questions about accessing the physical collection, and a large decrease in questions about using the library space. The overall sentiments of the chat questions were much more negative during COVID. Tagging and analyzing chat questions in this way can offer unique insights for all types of libraries to appropriately staff the service and best support patron needs in times of crisis.\",\"PeriodicalId\":35377,\"journal\":{\"name\":\"Internet Reference Services Quarterly\",\"volume\":null,\"pages\":null},\"PeriodicalIF\":0.0000,\"publicationDate\":\"2020-07-02\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"5\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Internet Reference Services Quarterly\",\"FirstCategoryId\":\"1085\",\"ListUrlMain\":\"https://doi.org/10.1080/10875301.2021.1960669\",\"RegionNum\":0,\"RegionCategory\":null,\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"Q3\",\"JCRName\":\"Social Sciences\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Internet Reference Services Quarterly","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1080/10875301.2021.1960669","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q3","JCRName":"Social Sciences","Score":null,"Total":0}

引用次数: 5

摘要

摘要本文分析了2019-2020年4000多个聊天问题。每个聊天问题都被单独归类为广泛的主题，并使用情绪分析进行分析。在新冠肺炎疫情期间，关于访问实体馆藏的问题数量增加，关于使用图书馆空间的问题大幅减少。在新冠疫情期间，聊天问题的总体情绪要消极得多。以这种方式标记和分析聊天问题可以为所有类型的图书馆提供独特的见解，以便在危机时期为客户提供适当的服务和最佳支持。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

查看原文本刊更多论文

Library Support in Times of Crisis: An Analysis of Chat Transcripts During COVID

Abstract This paper presents the analysis of over 4,000 chat questions from 2019-2020. Each chat question was individually categorized into broad level topics, and analyzed using sentiment analysis. During the COVID pandemic, there was an increase in the number of questions about accessing the physical collection, and a large decrease in questions about using the library space. The overall sentiments of the chat questions were much more negative during COVID. Tagging and analyzing chat questions in this way can offer unique insights for all types of libraries to appropriately staff the service and best support patron needs in times of crisis.

求助全文

通过发布文献求助，成功后即可免费获取论文全文。去求助

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.