Passer au contenu de la page principale

AskAway Chat Reference During COVID-19: Research Findings

Mon statut pour la session

Quoi:
Talk
Quand:
3:30 PM, Mardi 25 Avr 2023 (30 minutes)
Où:
  Session virtuelle
Cette session est dans le passé.
L'espace virtuel est fermé.
Thème:
Virtual Session

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, Voyant and Linguistic Inquiry and Word Count (LIWC) the questions asked by patrons were examined from multiple angles. While AskAway is a long-standing element of library services in BC and the Yukon, chat reference rose to prominence during the pandemic as almost all BC academic libraries remained closed for a protracted period of time. Reliance on chat as a primary means of reference and general library services was unplanned and unprecedented. Analysis of the chat transcripts provides an opportunity to make sense of what kind of questions were actually asked of BC libraries during the pandemic. Our findings have resonance for library service delivery during regular and disruptive times. A paper describing the full research findings as been submitted to the journal Evidence Based Library and Information Practice and is currently awaiting review.

 

Recording: https://youtu.be/0iYYPjMs4H0

Patricia L. Foster

Conférencier.ère

Aline Goncalves

Conférencier.ère

Aditi Gupta

Conférencier.ère

Barbara Sobol

Conférencier.ère

Documents

Mon statut pour la session

Évaluer

Detail de session
Pour chaque session, permet aux participants d'écrire un court texte de feedback qui sera envoyé à l'organisateur. Ce texte n'est pas envoyé aux présentateurs.
Afin de respecter les règles de gestion des données privées, cette option affiche uniquement les profils des personnes qui ont accepté de partager leur profil publiquement.

Les changements ici affecteront toutes les pages de détails des sessions