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Proactive chat in research databases: Inviting new and different questions
Institution:1. Faculty of Education, The University of Hong Kong, Pokfulam Road, Hong Kong;2. Faculty of Library, Information & Media Science, University of Tsukuba, Japan;3. School of Business and Public Administration, University of Guam, Mangilao 96923, Guam;4. Dept. of Information Management, Peking University, Beijing, China;5. Mount Allison University, Sackville, New Brunswick, Canada;6. Clark County Public Library, KY, USA;1. Department of Information and Communication Studies, University of Granada, Spain;2. Department of Library and Information Science, Carlos III University of Madrid, Spain;3. Academic Librarian, São Paulo University, Brazil;1. Oregon State University, Corvallis, OR, United States of America;2. Carroll University, Waukesha, WI, United States of America
Abstract:This study analyzes over 4500 chat interactions to understand how proactivity and research context affect use of proactive chat. Quantitative and qualitative analyses show patrons ask questions that are both more complex and more likely to relate to a research need when proactively approached in research databases. The availability of proactive chat in databases results in a greater frequency and greater proportion of research related questions. Results suggest that proactive chat in databases represents an important area for expanding library reference services.
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