Reaching Additional Users with Proactive Chat

Author(s)

Linda Rich, Bowling Green State UniversityFollow
Vera J. Lux, Bowling Green State UniversityFollow

Document Type

Article

Abstract

Despite a general decline in recent years in academic libraries’ reference desk statistics, research indicates that library users continue to have complex research questions but are largely unaware that librarians are waiting and ready to assist them. The challenge for librarians is to connect with users at their point of need. At Bowling Green State University, we are making a move in this direction with proactive (pop-up) chat widgets embedded within our library Web pages, catalog, and databases. Since implementation, the number of chat reference questions received has more than doubled, helping us reach additional users from on-and off-campus.

Publisher's Statement

This is an Accepted Manuscript of an article published by Taylor & Francis in The Reference Librarian on August, 10 2017, available online: https://doi.org/10.1080/02763877.2017.1352556.

Repository Citation

Rich, Linda and Lux, Vera J., "Reaching Additional Users with Proactive Chat" (2017). University Libraries Faculty Publications. 68.
https://scholarworks.bgsu.edu/ul_pub/68

Publication Date

8-10-2017

Publication Title

The Reference Librarian

Publisher

Taylor & Francis

DOI

https://doi.org/10.1080/02763877.2017.1352556

Volume

59

Issue

1

Start Page No.

23

End Page No.

34