Chat Reference in the Time of COVID-19: Transforming Essential User Services
Author(s)
Radford, Marie
Costello, Laura
Montague, Kaitlin
Issue Date
2020-10-13
Keyword(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.
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