Skip to Main Content
FGCU Logo

Computational Analysis of Chat Transcripts

Library Assessment Conference 2024 poster presentation

Works Consulted

Anderson, Raeda, Katherine Fisher, and Jeremy Walker. "Library Consultations and a Global Pandemic: An Analysis of Consultation Difficulty During COVID-19 Across Multiple Factors." The Journal of Academic Leadership, vol. 47, 2021. https://doi.org/10.1016/j.acalib.2020.102273

Bravender, Patricia, Colleen Lyon, and Anthony Molaro. "Should Chat Reference Be Staffed by Librarians? An Assessment of Chat Reference at an Academic Library Using LibStats." Internet Reference Services Quarterly, vol. 16, no. 3, 2011, pp. 111-127. https://doi.org/10.1080/10875301.2011.595255

Brousseau, Christopher, Justin Johnson, and Curtis Thacker. "Machine Learning Based Chat Analysis." Code4Lib Journal, no. 50, 2021. https://journal.code4lib.org/articles/15660

Côté, Maryvon, Svetlana Kochkina, and Tara Mawhinney. "Do You Want to Chat? Reevaluating Organization of Virtual Reference Service at an Academic Library." Reference & User Services Quarterly, vol. 56, no. 1, pp. 36-46. https://doi.org/10.5860/rusq.56n1.36

Current, Michael D. "Tracking Student Learning Outcome Engagement at the Reference Desk to Facilitate Assessment." Reference Services Review, vol. 51, no. 1, 2022, pp. 13-32. https://doi.org/10.1108/RSR-03-2022-0011

Decker, Emy Nelson, and Karen Chapman. "Launching Chat Service During the Pandemic: Inaugurating a New Public Service Under Emergency Conditions." Reference Services Review, vol. 50, no. 2, 2022, pp. 163-178. https://doi.org/10.1108/RSR-08-2021-0051

Hurley, David A., and Adrienne Warner. "Does Proactivity Drive Use? Understanding Growth in Chat Reference Services." Public Services Quarterly, vol. 18, no. 2, pp. 79-90. https://doi.org/10.1080/15228959.2021.1896412

Kathuria, Sheeji. "Library Support in Times of Crisis: An Analysis of Chat Transcripts During COVID." Internet Reference Services Quarterly, vol. 25, no. 3, 2021, pp. 107-119. https://doi.org/10.1080/10875301.2021.1960669

Koh, HyunSeung, and Mark Fienup. "Topic Modeling as a Tool for Analyzing Library Chat Transcripts." Information Technology and Libraries, vol. 40, no. 3, 2021, pp. 1-24. https://doi.org/10.6017/ital.v40i3.13333

Kothiya, Yogesh. "How I Used Machine Learning to do the Most Boring Data Tagging Job." Medium, 11 Apr. 2019. https://medium.com/@kothiya.yogesh/how-i-used-machine-learning-to-do-the-most-boring-data-tagging-job-fc0c6eb5a4b5

Lund, Brady D. "Assessing Library Topics Using Sentiment Analysis in R: A Discussion and Code Sample." Public Services Quarterly, vol. 16, no. 2, 2020, pp. 112-123. https://doi.org/10.1080/15228959.2020.1731402

Mavodza, Judith. "Interpreting Library Chat Reference Service Transactions." The Reference Librarian, vol. 60, no. 2, 2019, pp. 122-133. https://doi.org/10.1080/02763877.2019.1572571

Meert-Williston, Debbie, and Rachel Sandieson. "Online Chat Reference: Question Type and the Implication for Staffing in a Large Academic Library." The Reference Librarian, vol. 60, no. 1, 2019, pp. 51-61. https://doi.org/10.1080/02763877.2018.1515688

Pyburn, Lydia L. "Implementing a Proactive Chat Widget in an Academic Library." Journal of Library & Information Services in Distance Learning, vol. 13, no. 1-2, 2019, pp. 115-128. https://doi.org/10.1080/1533290X.2018.1499245

Ruppel, Margie, and Jody Condit Fagan. "Instant Messaging Reference: Users' Evaluation of Library Chat." Reference Services Review, vol. 30, no. 3, 2002, pp. 183-197. https://doi.org/10.1108/00907320210435464

Sears, JoAnn. "Chat Reference Service: An Analysis of One Semester's Data." Issues in Science and Technology Librarianship, no. 32, 2001. https://doi.org/10.29173/istl1868

Sharma, Ansh, Kathryn Barrett, and Kirsta Stapelfeldt. "Natural Language Processing for Virtual Reference Analysis." Evidence Based Library and Information Practice, vol. 17, no. 1, 2022, pp. 78-93. https://doi.org/10.18438/eblip30014

Sobol, Barbara, et al. "Chat Transcripts in the Context of the COVID-19 Pandemic: Analysis of Chats from the AskAway Consortia." Evidence Based Library and Information Practice, vol. 18, no. 2, 2023, pp. 73-92. https://doi.org/10.18438/eblip30291

Stieve, Thomas, and Niamh Wallace. "Chatting While You Work: Understanding Chat Reference User Needs Based on Chat Reference Origin." Reference Services Review, vol. 46, no. 4, 2018, pp. 587-599. http://dx.doi.org/10.1108/RSR-09-2017-0033

Taskin, Zehra, and Umut Al. "Natural Language Processing Applications in Library and Information Science." Online Information Review, vol. 43, no. 4, 2019, pp. 676-690. https://doi.org/10.1108/OIR-07-2018-0217

Valentine, Greta, and Brian D. Moss. "Assessing Reference Service Quality: A Chat Transcript Analysis." ACRL 2017 - At the Helm: Leading Transformation, March 22-25, 1017, Baltimore. https://alair.ala.org/items/171cc8e0-5fc3-4145-a583-a21330d8399a

Wang, Yongming. "Using Machine Learning and Natural Language Processing to Analyze Library Chat Reference Transcripts." Information Technology and Libraries, vol. 41, no. 3, 2022. https://doi.org/10.6017/ital.v41i3.14967

Warner, Adrienne, and David A. Hurley. "Does the READ Scale Work for chat? A Review of the Literature." Evidence Based Library and Information Practice, vol. 16, no. 3, 2021, pp. 122-139. https://doi.org/10.18438/eblip29947

Watson, Alex P. "Pandemic Chat: A Comparison of Pandemic-Era and Pre-Pandemic Online Chat Questions at the University of Mississippi Libraries." Internet Reference Service Quarterly, vol. 27, no. 1, 2023, pp. 25-36. https://doi.org/10.1080/10875301.2022.2117757

Whitchurch, Michael J., and Erin Merrill. "Chat Response Competency: Library Professionals vs. Undergraduate Student Employees." Journal of Library and Information Sciences, vol. 7, no. 2, 2019, pp. 10-23. https://doi.org/10.15640/jlis.v7n2a2