Ace in the Hole: Using Virtual Reference Chat Transcripts to Improve Public Services

Authors : Clista Clanton, Geneva Bush Staggs ; Baugh Biomedical Library, University of South Alabama

Purpose: This poster discussed trends and themes evident in transcripts of questions received on a virtual reference chat service. The findings will be used to make recommendations on improving public service functions.

Setting/Participants/Resources: The Baugh Biomedical Library at the University of South Alabama primarily serves three hospital sites and the Schools of Medicine, Nursing, and Allied Health. In July of 2003 the library began offering a virtual reference chat service.

Brief Description: The "hole" in seven-card stud and hold'em poker is the first two facedown cards. Having an ace in the hole is a very powerful hidden advantage. The virtual reference chat service, initially targeted at distance education students within the College of Nursing , has now been extended to all users of the library. In addition, this service is being offered to a group of rural hospitals as part of a two-year grant on digital libraries. A substantial number of questions have been received via the service, allowing for an analysis of the questions. The chat transcripts will be analyzed and categorized according to type of question (directional, instructional, ready reference, extended reference), time received, user affiliation, and length of chat, with particular attention given to any trends and themes within the chats.

Results/Outcome: The results of this project will be used to make recommendations and implement changes that will improve the public service functions within the library and online.

Evaluation Method: Transcripts of each chat session from the period of July 2003 to July 2004 will be analyzed by the head of the public services department and a reference librarian.