Most of the survey respondents were female. A majority of the respondents (47%) were between the ages of 18 and 25. The second highest age range was 40-49 with 16% of all respondents identifying themselves in this age group.
51% of survey respondents identified as SVSU undergraduate students. 24% were SVSU graduate students and 20% were SVSU faculty. Only 3% of respondents were SVSU Staff members and 2% were users outside of the SVSU system.
Most users responded that they used the chat service because it was convenient or that they needed help with a specific assignment. One respondent stated “I was home working on the paper and it was the most convenient option at the time, although I do like working with the librarians in person.” The fact that 27 respondents mentioned convenience shows that this service is very easy for patrons to use. Another respondent said “I needed to locate a book and I was on the fourth floor. The chat function was just easier than going down all four floors.” Even when patrons are in the library and need assistance, they find that asking a librarian virtually is easier than coming up to the Research Center or calling with their query.
Respondents also saw chat as a place where they could get help, whether it was with a software issue, information about the library or help with a research assignment. One student said that they used the service “Because I was in class and needed some answers to continue with a project. My professor encouraged me to use the service.” The professor’s encouragement led the student to seek help with their research assignment when they were outside of the library and not in a position to call the library.