Proactive Librarians, an Annoying Chat Widget, & a Global Pandemic: Analysis of how an existing pop-up chat widget delivered point of need reference services during a global pandemic at a major academic institution

Authors

Christopher M. Jimenez, Florida International UniversityFollow

Author ORCID

Christopher M. Jimenez: https://orcid.org/0000-0001-9397-2850

Date of this Version

6-21-2022

Document Type

Poster

Abstract

In 2019, the librarians at Florida International University in Miami, Fl. implemented a pop-up chat widget using Springshare’s LibChat software to help drive more traffic toward virtual reference services. This led to an instant increase in traffic through our chat platform. Affectionately called the Annoying Chat Widget, the ACW also had the unintended success of increasing the percentage of quality research queries, improving the use of librarian time and effort. This established service proved vital when transitioning to fully remote services in March 2020, when librarians were forced to provide all services via virtual modalities. The poster presents a statistical analysis of the platform's intricacies and some of the data-driven policy decisions made by the Information and Research Services department.

Comments

This poster was accepted for presentation at the 2022 American Libraries Association (ALA) Annual Conference in Washington, D.C.

Recommended Citation

Jimenez, Christopher M., "Proactive Librarians, an Annoying Chat Widget, & a Global Pandemic: Analysis of how an existing pop-up chat widget delivered point of need reference services during a global pandemic at a major academic institution" (2022). Works of the FIU Libraries. 118.
https://digitalcommons.fiu.edu/glworks/118