Where do patrons encounter problems with our e-resources? With many libraries using online chat to communicate with patrons, chat transcripts provide a valuable source of data to improve the user experience. Although public services staff often review transcripts, there are lessons in the transcripts for technical services librarians as well. At Georgetown University, we analyzed transcripts from Libraryh3lp chat software to identify frequent e-resource problems, improve our processing workflows and collaborate with our public services colleagues.
Speaker: John Kimbrough, Georgetown University Library