1. Communicate with patrons
2. Rebrand service
3. Keep up the good work
In the 2014 Academic Year, Zahnow Library answered 2,161 chats from undergraduate students, graduate students, staff, faculty, and community members. It took librarians on average 25.1 seconds to respond to chats as they came in. On average, chats lasted 8.74 minutes. During this time period, Zahnow Library had 7 librarians answering chat on a regular basis. The majority of patrons using chat came from the Chat Help LibGuide, followed by the databases guide.
This survey went out to patrons that wanted to use chat when it was unavailable and instead of sending a chat to the librarian they were prompted to send an email response.