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FY2013 Chat Assessment Report: Introduction

This guide contains data and analysis of a survey sent out to patrons who used the Melvin J. Zahnow Library’s live chat service for the 2012-2013 Fiscal Year.

Introduction

This survey was conducted during the Academic Year 2012-2013. ­55 responses were received from 275 patrons for a 20% return rate. Of the responses, 96% were either Extremely Satisfied, Very Satisfied or Satisfied with their chat experience.

This report will outline the successes and suggestions of this assessment and will lead the direction of this service in future years. The questions could be placed into three categories: demographic information, usage information, and overall satisfaction.

Respondents mentioned a librarian by name 11 times and mentioned librarians 22 times in their open ended responses.

During FY2013, librarians answered 2,093 chats. On average, patrons waited 29 seconds to have a librarian answer their questions and chats lasted about 8 minutes. 

Methodology

At the top of the chat box, users are prompted to submit their email address. Periodically throughout the year, Scott Mellendorf, Head of Research Services, emailed chat users a link to the survey. Once the data was collected it was analyzed and categorized. The open-ended responses were coded by the Research and Assessment Librarian. Recommendations were made based on the feedback provided by the chat survey respondents. 

Full Report

Recommendations

Subject Guide

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Matt Buckley
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Contact:
Zahnow Library
7400 Bay Road University Center, MI 48710
989-964-2844
For questions or problems, please contact Beth Johns. or Matthew Anderson.