Document Type

Article

Publication Date

4-22-2024

Publication Title

The Reference Librarian

Publisher

Taylor & Francis

First page number:

1

Last page number:

42

Abstract

Even before the COVID-19 pandemic drove most users online, chat was establishing itself as a core service for asking library-related questions of many types, from basic directional and reference to research queries of a more sophisticated nature. This investigation seeks to provide insight into how academic libraries are seen not only as a source of library assistance, but also as a means of filling an information gap on a wider subject: the university campus at large. The study’s methods involved analyzing chat transcripts from five large four-year public universities during a two-year period (2019- 2021), noting the frequency of campus-related chat questions and coding the specific topics of those inquiries. The findings show that library reference services, particularly live virtual chat, are consistently valuable to the campus community and may be especially important to supporting less privileged student populations.

Keywords

Academic Libraries; Library Reference Services; Electronic Reference Services; Online Chat

Disciplines

Accessibility | Information Literacy | Library and Information Science

File Format

pdf

File Size

333 KB

Language

English

Rights

IN COPYRIGHT. For more information about this rights statement, please visit http://rightsstatements.org/vocab/InC/1.0/

Creative Commons License

Creative Commons Attribution 4.0 License
This work is licensed under a Creative Commons Attribution 4.0 License.

Download

UNLV article access

Search your library

Share

COinS