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2019-07-29
This study investigates questions users asked via both a proactive chat widget and a static “Ask Us” link in an academic library’s discovery service. Chat transcripts were coded according to four question categories: Reference, Borrowing, Technology Help, and Directional. Chat transcripts were...
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2024-06-14
In 2022, the University of Alberta Library’s Virtual Reference Working Group recommended using LibAnswers software to create “a publicly available, searchable FAQ database based on real-world questions to enhance our service offerings to users.” I will describe our process for developing an...