NWILL 2025: Analyzing Chat Transcripts to Improve Interlibrary Loan Services
Автор: Northwest Interlibrary Loan Conference
Загружено: 2025-12-22
Просмотров: 14
Meg Massey
Manager of Interlibrary Loan
Pennsylvania State University
Mallory Witzig
Head of Interlibrary Loan
University of Wisconsin-Madison
The Pennsylvania State University Libraries use Springshare’s Ask a Librarian service to provide virtual reference assistance to users. In 2014, the Libraries added a LibChat widget that allowed users to connect directly to the Interlibrary Loan team through the Interlibrary Loan webpages and ILLiad interface. In this presentation, we'll share how chat and email tickets from the Interlibrary Loan channel were analyzed to identify and address common issues that patrons experienced when using the Interlibrary Loan service. We later used information gathered from this data, along with feedback from staff, to make changes to our services, and to information presented on our website.
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