“Can you come tell people to be quiet?”: Analyzing chat questions from on-campus and off-campus patrons

Abstract

Chat reference is popular with both on and off campus users as well as distance students. This article presents the results of a chat transcript analysis project that used fall semester 2019 transcripts to compare question types and disconnect issues for on campus, off campus, and distance students.

Keywords:

• Chat reference
• virtual reference
• transcript analysis
• distance students