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Title:Chat Reference in the Time of COVID-19: Transforming Essential User Services
Author(s):Radford, Marie; Costello, Laura
Subject(s):Chat reference
User services
COVID-19
Qualitative methods
Surveys
Interviews
Academic libraries
Abstract:Reference is an essential service for academic libraries, whether or not face-to-face communication is possible. This research explores the impact of the COVID-19 pandemic on academic library virtual reference services, especially live chat. Through analysis of interviews and a national survey of librarians responsible for adapting their institution's response to physical service closures and reductions, this investigation aims to understand how COVID-19 transformed chat reference, and how users responded to new and evolving services.
Issue Date:2020-10-13
Series/Report:Information Services
Information Practices
Genre:Conference Paper / Presentation
Type:Text
URI:http://hdl.handle.net/2142/108820
Date Available in IDEALS:2020-10-09


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