This survey was conducted during the Academic Year 2012-2013. 55 responses were received from 275 students 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.
1. Look into a screen sharing software that can be integrated into chat
2. Look into a mobile app that offers the chat service
3. Link to a FAQ page when chat is unavailable
4. Librarians should identify themselves and ask if the user has any additional needs
5. Advertise chat hours, especially night and weekend hours