Data Mining Virtual Reference Chats
Abstract
From surveying the literature, most chat transcript analysis for academic libraries has been based on sampling. This project departs from that approach. Three years of raw data (15,441 chat transcripts) from LibraryH3lp was examined to better understand user experience. Open and proprietary software was used to text mine, process, and analyze the transcripts to identify and visualize patterns. Using this “big data” provides a window into unique community needs and has measurable applications to web technology, reference, and assessment.
Description
Keywords
Research Subject Categories::SOCIAL SCIENCES
Citation
Ferrance, C., Lam, M. and Polchow, M. Data Mining Virtual Reference Chats. Washington Research Library Consortium Annual Meeting, Washington, D.C. 7 March, 2017.