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FY2016 Chat Assessment Report: Introduction

This guide contains the data and analysis of the FY 2016 survey that was sent to patrons that utilized the Melvin J. Zahnow Library’s chat service during that time period.


This survey was sent out at the completion of FY 2016. At the completion of the year, the Research and Assessment librarian emailed 134 patrons that had left their emails in their chats. Since 8 of those emails bounced back to sender, 126 patrons received the emails. This survey had an 18% response rate, with 23 patrons filling out the survey.

This report will outline successes and areas of improvement for the chat service based on survey responses from patrons. The questions were placed into three categories: demographic information, usage information, and overall satisfaction.

During FY 2016, librarians answered 1887 questions via chat. On average patrons waited 18.5 seconds for their chats to be answered by a librarian and most chats lasted for 8.5 minutes. 


At the top of the chat box, users are prompted to submit their email address. At the end of the FY 2016 the Research and Assessment Librarian, Ashley Blinstrub, emailed chat users that gave their email address a link to a satisfaction 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. 

Major Recommendations

Subject Guide

Scott Mellendorf's picture
Scott Mellendorf
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