Analysis of Chat Conversations between Two Semesters after the Implementation of New Electronic Services at an Academic Health Sciences Center

Abstract

Library chat queries changed between the Spring 2018 and Spring 2019 semesters. During the Fall 2018 semester, the Library implemented two major services. Researchers saw trends associated with these services reflected in chats. Analysis examined how the frequency of controlled terms applied to chat transcripts changed before and after the services’ implementation. During the Spring 2018 semester, 411 substantive chat conversations occurred. During the Spring 2019 semester, 237 substantive chat conversations occurred. The terms associated with the new services showed a dramatic decline in frequency. An association is strongly suggested between changes in chat frequency and new services.

Keywords:

• Discovery services
• off-campus access
• chat
• academic health sciences center
• statistical analysis