Author ORCID

Christopher M. Jimenez:

Date of this Version


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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.


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

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Creative Commons Attribution-Noncommercial 4.0 License
This work is licensed under a Creative Commons Attribution-Noncommercial-Share Alike 4.0 License.



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