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Full-Text Articles in Social and Behavioral Sciences
The Chat Is Coming From Inside The House: An Analysis Of Perceived Chat Behavior And Reality, Elizabeth Berndt-Morris, Samantha Minnis
The Chat Is Coming From Inside The House: An Analysis Of Perceived Chat Behavior And Reality, Elizabeth Berndt-Morris, Samantha Minnis
Samantha Minnis
When looking for ways to improve library services, we considered what data sources were readily available to us and how we could harvest and use this data. We investigated three years of chat reference statistics at Central Michigan University, a large research institution, to gain a better understanding of our patrons' chat behavior. We then compared the results to a survey given to the information professionals using chat reference, examining the perceptions of our chat service versus the results of our statistical analysis. With a large population of students on-campus, off-campus, and online, we looked at the incoming location of …