主动性是否会推动使用?了解聊天参考服务的增长

Q3 Social Sciences

Public Services Quarterly Pub Date : 2022-04-03 DOI:10.1080/15228959.2021.1896412

David A. Hurley, Adrienne Warner

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引用次数: 1

摘要

实现触发式主动聊天参考服务的图书馆在参考事务的数量和复杂性方面都有显著增加。然而，目前尚不清楚这种增长是由于主动性固有的因素，还是其他因素，如对服务的认识增加。为了研究这一点，我们比较了建立聊天参考服务的数据库在有和没有主动的情况下的使用情况。当主动性被启用时，急剧而直接的增长，而当主动性被禁用时，急剧的下降表明主动性本身正在推动变化。我们推荐人机交互(HCI)和用户体验(UX)方法来进一步理解聊天参考服务。

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Does proactivity drive use? Understanding growth in chat reference services

Abstract Libraries that implement trigger-initiated proactive chat reference services see substantial increases in the number and complexity of reference transactions. However, it is not clear if this growth is a result of something inherent to proactivity, or other factors such as increased awareness of the service. To investigate this, we compare usage during periods with and without proactivity in databases in which our chat reference service is established. Steep and immediate increases when proactivity is enabled and sharp declines when it is disabled suggests that proactivity itself is driving the changes. We recommend human computer interaction (HCI) and user experience (UX) approaches to further understand chat reference service.

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来源期刊

Public Services Quarterly Social Sciences-Library and Information Sciences

CiteScore

0.90

自引率

0.00%

发文量

期刊介绍： Public Services Quarterly covers a broad spectrum of public service issues in academic libraries, presenting practical strategies for implementing new initiatives and research-based insights into effective practices. The journal publishes research-based and theoretical articles as well as case studies that advance the understanding of public services, including reference and research assistance, information literacy instruction, access and delivery services, and other services to patrons. Articles may examine creative ways to use technology to assist students and faculty. Practice-based articles should be thoroughly grounded in the literature and should situate the work done in one library into the larger context of the situation.