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Introduction
Reference chat service is used by most academic libraries as an efficient and effective way to respond to user reference queries in an increasingly online world. To examine whether there are differences in library user information needs based on chat reference origin, we compared the content and READ (Reference Effort Assessment Data) scores of chat transcripts originating from the library website with chats originating from the library’s point of integration in the campus course management system, Desire2Learn (D2L). The results of the content comparison inform our understanding of the reasons behind users’ needs and questions at various stages in their academic workflow. The analysis also has implications for future chat reference service training, as well as underscores the need for continued integration of library services and resources into online educational technology systems.
Background
At the University of Arizona Libraries (UAL), librarians no longer work the reference desk; since 2009, the desk has been managed by staff from the public services department in a tiered reference model. This department manages all frontline reference services, including chat, email, phone and walkups, and makes referrals when necessary to liaison librarians or other specialists. From 2002 to 2016, UAL used LibraryH3lp as its chat software, and in late 2016, it moved to Springshare’s LibChat product. Chat reference is available whenever the library is open – 24 hours a day during the week, with more restricted hours on weekends. Chat is accessible from any page on the library website, and there is an embedded chat box in the Library Tools Tab (LTT), the UAL’s presence in D2L.
The LTT was developed as a scalable means of delivering tailored library content and services to the majority of students on campus. By placing library resources and services directly into the online learning environment, UAL hopes to reach students at their point of need, as they are completing research assignments. Each course page in D2L features the LTT, which, depending on the course prefix, displays discipline-specific databases, tutorials and other relevant library resources. General library services, such as chat, hours and links to an individual’s library account, are also included. The LTT can be modified at the course-section level to support specific course assignments or research needs, while also providing a tailored...