Automated chat transcript analysis using topic modeling for library reference services
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DOI: 10.1002/pra2.31
Abstract: Chat reference service has been used in academic libraries to more efficiently serve patrons in the digital age. Identifying question topics on chat can help librarians understand patrons' needs and improve reference services. Researchers have… read more here.
Keywords: chat transcript; reference; automated chat; topic modeling ... See more keywords
Are Virtual Reference Services Color and Gender Blind? Service Equality Revisited
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DOI: 10.1002/pra2.738
Abstract: Following the rise of the Black Lives Matter Movement in 2020, there has been an increased focus on racial equality in library services, including recent modifications of the ALA Code of Ethics. Online library services… read more here.
Keywords: virtual reference; service; services color; reference services ... See more keywords
Reference in urban public libraries: current trends and future implications
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DOI: 10.1108/rsr-02-2023-0006
Abstract: PurposeThe purpose of this study was to get a baseline understanding of the state of reference services in urban public libraries in the United States.Design/methodology/approachThe researchers surveyed all members of the Urban Libraries Council, a… read more here.
Keywords: urban public; reference; reference services; reference questions ... See more keywords
Is the library open? How the pandemic has changed the provision of virtual reference services
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DOI: 10.1108/rsr-04-2021-0014
Abstract: PurposeThe purpose of this paper is to investigate the impact of the pandemic on the questions received via chat reference at a Canadian university library.Design/methodology/approachA qualitative analysis using coding of chat transcripts and a quantitative… read more here.
Keywords: pandemic changed; open pandemic; reference; library open ... See more keywords
The impact of COVID-19 on reference services: a national survey of academic health sciences librarians
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DOI: 10.5195/jmla.2022.1322
Abstract: Objectives: The aim of this study was to gain a better understanding of the scope and adaptive nature of reference services provided by academic health sciences librarians over a one-year period (between March 2020 and… read more here.
Keywords: health sciences; health; academic health; reference ... See more keywords