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Internet Reference Services Quarterly Volume 11, 2007 - Issue 4
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Original Articles

A Window into Our Patron's Needs

Analyzing Data from Chat Transcripts

Van Houlson University Libraries, University of Minnesota-Twin Cities, 309 19th Avenue South, Minneapolis, MN, 55455, USA
,
Kate McCready University Libraries, University of Minnesota-Twin Cities, 309 19th Avenue South, Minneapolis, MN, 55455, USA
&
Carla Steinberg Pfahl University Libraries, University of Minnesota-Twin Cities, 309 19th Avenue South, Minneapolis, MN, 55455, USA
Pages 19-39 | Received 13 Dec 2005, Accepted 09 May 2006, Published online: 12 Oct 2008

Citations (17)

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Read on this site (11)

Sheeji Kathuria. (2021) Library Support in Times of Crisis: An Analysis of Chat Transcripts During COVID. Internet Reference Services Quarterly 25:3, pages 107-119.
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Russell Michalak & Monica D. T. Rysavy. (2019) Assessing Library Customer Interactions and Staff Satisfaction. Journal of Library Administration 59:3, pages 314-324.
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Pamela J. Howard. (2019) Can Academic Library Instant Message Transcripts Provide Documentation of Undergraduate Student Success?. Journal of Web Librarianship 13:1, pages 61-87.
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Vera J. Lux & Linda Rich. (2016) Can Student Assistants Effectively Provide Chat Reference Services? Student Transcripts vs. Librarian Transcripts. Internet Reference Services Quarterly 21:3-4, pages 115-139.
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Susan Hurst, Andy Revelle & Aaron Shrimplin. (2013) Seeing the Forest by Counting the Trees: Using a Variety of Data Sources to See the Big Picture. Journal of Web Librarianship 7:4, pages 434-450.
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Kristin Grabarek Roper & Karen Sobel. (2012) Anonymity versus Perceived Patron Identity in Virtual Reference Transcripts. Public Services Quarterly 8:4, pages 297-315.
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Patricia Bravender, Colleen Lyon & Anthony Molaro. (2011) Should Chat Reference Be Staffed by Librarians? An Assessment of Chat Reference at an Academic Library Using LibStats. Internet Reference Services Quarterly 16:3, pages 111-127.
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Amanda Clay Powers, Julie Shedd & Clay Hill. (2011) The Role of Virtual Reference in Library Web Site Design: A Qualitative Source for Usage Data. Journal of Web Librarianship 5:2, pages 96-113.
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Joyce Ward & Patricia Barbier. (2009) Best Practices in Chat Reference Used by Florida's Ask a Librarian Virtual Reference Librarians. The Reference Librarian 51:1, pages 53-68.
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Sherri Jones, Jessica Kayongo & John Scofield. (2009) Ask Us Anytime: Creating a Searchable FAQ Using Email and Chat Reference Transcripts. Internet Reference Services Quarterly 14:3-4, pages 67-81.
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Donna Goda & Corinne Bisshop. (2008) Frequency and Content of Chat Questions by Time of Semester at the University of Central Florida: Implications for Training, Staffing and Marketing. Public Services Quarterly 4:4, pages 291-316.
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Articles from other publishers (6)

Vera Armann-Keown, Carol A Cooke & Gail Matheson. (2015) Digging deeper into virtual reference transcripts. Reference Services Review 43:4, pages 656-672.
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Riki Greenberg & Judit Bar-Ilan. (2015) “Ask a librarian”: Comparing virtual reference services in an Israeli academic library. Library & Information Science Research 37:2, pages 139-146.
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Katherine Hanz & Jessica Lange. (2013) Using student questions to direct information literacy workshops. Reference Services Review 41:3, pages 532-546.
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Sedigheh Shakeri, Saeedeh Akbaridaryan & Farnaz Mohammadi. (2012) Comparison of Traditional and Digital Reference Questions and Responses at the National Library and Archives of I.R. of Iran (NLAI). Reference & User Services Quarterly 52:2, pages 136-144.
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Scott Collard & Kara Whatley. (2011) Virtual reference/query log pairs: a window onto user need. Reference Services Review 39:1, pages 151-166.
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Terrence W. Epperson & Alan Zemel. (2008) Reports, requests, and recipient design: The management of patron queries in online reference chats. Journal of the American Society for Information Science and Technology 59:14, pages 2268-2283.
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