Using Transcript Analysis to Evaluate Librarian and Undergraduate Student Worker Chat Reference Service Quality, presented by Katherine Donaldson @ University of Oregon
In order to evaluate the quality of chat service being offered by both librarians and student workers at the University of Oregon, two librarians coded a sample of chat transcripts for category and difficulty level as well as the accuracy and quality of answers. This analysis helped identify several areas where we could improve our student worker training and proved to be a beneficial way to better understand the types of questions received through chat.
Katherine Donaldson is the Social Sciences/Education Librarian at the University of Oregon. She was previously the second ever Librarian-in-Residence at Loyola Marymount University.