Taking the temperature of chat reference: An analysis of user complaints in the time of COVID-19

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dc.audienceAudience::Academic and Research Libraries Sectionen_US
dc.contributor.authorCrichton, Chad
dc.contributor.authorBarrett, Kathryn
dc.coverage.spatialLocation::Canadaen_US
dc.date.accessioned2023-10-25T18:22:16Z
dc.date.available2023-10-25
dc.date.available2023-10-25T18:22:16Z
dc.date.issued2023-10-25
dc.description.abstractThis poster will explore user complaints over the chat reference service offered by a large university consortium both before and during the COVID-19 pandemic. During the pandemic, chat reference services experienced a surge in demand but research is only beginning to explore how the crisis affected the topic of chats, the nature of discourse, and the experience of chat providers. To date, no research has been performed to investigate the underlying reasons for negative user sentiment and behaviours over chat. The research presented in our poster aims to fill this gap by analyzing user complaints within chat transcripts. What are typical user complaints? Did complaints increase during the pandemic? What have users been complaining about, and did the complaints vary by user type? Our research aims to address these questions and aims to understand how times of crisis affect reference services and front-line reference staff. The research presented focuses on how complaints highlight user needs and preferences with respect to library services and the challenges that users face with online teaching and learning. It will also address strategies to respond to complaints over chat and an understanding of how chat reference transcripts can be used to assess changing user needs.en_US
dc.identifier.urihttps://2023.ifla.org/poster-sessions/
dc.identifier.urihttps://repository.ifla.org/handle/20.500.14598/3022
dc.language.isoenen_US
dc.publisherInternational Federation of Library Associations and Institutions (IFLA)en_US
dc.relation.ispartofseries88th IFLA World Library and Information Congress (WLIC), 2023 Rotterdam;Poster Sessions
dc.rights.holderChad Crichtonen_US
dc.rights.holderKathryn Barretten_US
dc.rights.licenseCC BY 4.0en_US
dc.rights.urihttps://creativecommons.org/licenses/by/4.0/en_US
dc.subjectSubject::Academic and research librariesen_US
dc.subjectSubject::User experienceen_US
dc.subjectSubject::Library servicesen_US
dc.titleTaking the temperature of chat reference: An analysis of user complaints in the time of COVID-19en_US
dc.typeEvents Materialsen_US
dc.typePostersen_US
ifla.oPubId0en_US

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Poster: Taking the temperature of chat reference: An analysis of user complaints in the time of COVID-19
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