Getting their chat's worth: A study of chat widget placement in academic licensed research databases

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Last Modified
  • February 28, 2019
Creator
  • Vogel, Jerica
    • Affiliation: School of Information and Library Science
Abstract
  • The University of North Carolina at Chapel Hill Library has used Libraryh3lp as its chat reference platform for approximately six years. In that time, the placement of chat widgets has expanded to include library web pages, Articles+, the catalog, and Serials Solutions pages. One important location remained to explore: placement of a chat widget in library-licensed databases. If a user is in a database, they would currently need to open a new browser tab and navigate back to the library's Contact Us page to initiate a chat. In an effort to meet users closer to their point of need, a widget was embedded in UNC's databases licensed from EBSCOhost. After a trial period, the resulting chat logs and transcripts were analyzed. By embedding the widget in databases, where a good portion of research is performed, the number and overall proportion of research-related chat questions increased.
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DOI
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Rights statement
  • In Copyright
Advisor
  • Haefele, Chad
Degree
  • Master of Science in Library Science
Degree granting institution
  • University of North Carolina at Chapel Hill
Extent
  • 31
Deposit record
  • 6bee2bc0-7d69-484b-ab93-ebd02ebcdcb9

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