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Instant Messaging Transcripts

This project delves into the analysis of instant messaging (IM) transcripts from the University of Portland's reference desk, initiated in Spring 2007. We've employed tools like Meebo Notifier to enhance communication efficiency and expanded widget locations, gathering data on inquiry patterns from 2009 onwards. Key statistics include date, day of the week, time to reply, and conversation length. This study aims to uncover reference behaviors using computer-mediated communication, drawing on previous research and setting the stage for future enhancements in virtual reference services.

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Instant Messaging Transcripts

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Presentation Transcript

  1. Instant Messaging Transcripts Pilot Project and Request for Collaborators Heidi Senior University of Portland senior@up.edu

  2. Chronology • Spring 2007 IM service launched • Spring 2009 Meebo Notifier • Summer 2009 Widget locations expand

  3. Chronology • Spring 2007 IM service launched • Spring 2009 Meebo Notifier • Summer 2009 Widget locations expand

  4. Until October 2009: Transcripts copied & pasted into Word file Since then: kept in Libstats

  5. Basic Statistics: • Date / Day of Week • Time of Day • Time to reference desk reply • Length of conversation • MeeboGuest or Personal Account?

  6. Basic Statistics: • Date / Day of Week • Time of Day • Time to reference desk reply • Length of conversation • MeeboGuest or Personal Account?

  7. FY 2009 Questions Received by Day of Week

  8. FY 2009 Questions Received by Day of Week

  9. Ryan, J., Daugherty, A. L., & Mauldin, E. C. (2006). Exploring the LSU libraries’ virtual reference transcripts: An analysis. Electronic Journal of Academic and Special Librarianship, 7(3): n.p. Retrieved from http://southernlibrarianship.icaap.org

  10. Ryan, J., Daugherty, A. L., & Mauldin, E. C. (2006). Exploring the LSU libraries’ virtual reference transcripts: An analysis. Electronic Journal of Academic and Special Librarianship, 7(3): n.p. Retrieved from http://southernlibrarianship.icaap.org

  11. Ryan, J., Daugherty, A. L., & Mauldin, E. C. (2006). Exploring the LSU libraries’ virtual reference transcripts: An analysis. Electronic Journal of Academic and Special Librarianship, 7(3): n.p. Retrieved from http://southernlibrarianship.icaap.org

  12. Next Steps • Use of “computer mediated communication” (Maness, 2008) • Evidence of effective reference behaviors (Ronan et al., 2006) Maness, J. M. (2008). A linguistic analysis of chat reference conversations with 18-24 year-old college students. Journal of Academic Librarianship, 34(1), 31-38. Ronan, J., Reakes, P., & Ochoa, M. (2006). Application of reference guidelines in chat reference interactions: A study of online reference skills. College & Undergraduate Libraries, 13(4), 3-23. doi:10. 10.1300/J106v13n04̱02

  13. Join me! Heidi Senior, senior@up.edu

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