The adoption of a proactive, popup chat service prompted an analysis of chat metadata and transcripts to gain a better understanding of our chat users for future decision-making. We analyzed the library pages from where chats initiated, examined chat transcript topics, and identified locations via IP addresses. Through this we learned more about our chat users and where they are most likely to encounter difficulties and seek assistance.
Lux, Vera and Rich, Linda, "Using Chat Metadata to Learn about Our Users" (2017). University Libraries Faculty Publications. 39.
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