Polchow, Michelle2018-07-022018-07-022018-03-06Collection Development Insights Informed by Text Mining Virtual Reference, Washington Research Library Consortium Annual Meeting, Washington, D.C. 6 March, 2018.https://hdl.handle.net/1920/11052George Mason University Libraries conducted research using both uniform data and conversation transcripts to text mine three years of virtual reference chats, investigating its applicability for business analytics. Traditional data management systems are not capable of providing this type of real-time intelligence, but transformative possibilities exist to better integrate library resources and services, identify misallocation of critical resources and to harvest authentic user conversations with compelling stories to build collaborative campus-wide relationships.en-USAttribution 3.0 United StatesResearch Subject Categories::SOCIAL SCIENCESPresentation