This session will present the findings of research into the types of questions posed by patrons during the COVID-19 pandemic on AskAway, the post-secondary consortial chat reference service in BC and the Yukon. The fourteen-member research team, representing eight post-secondary institutions in BC and the Yukon used an iterative process and multiple methods of analysis to examine over 70,000 chat transcripts from September 2019 through August 2021. Utilizing the tools R, Python Pandas, Voy...