Service, Interrupted: Analyzing Chat Reference Referrals

ABSTRACT

This study examines chat reference interruptions at a public land grant university, focusing primarily on referrals. Since interrupted service is never ideal, how do we best handle these situations, both with the patrons and within and across library departments? Researchers examined chat transcripts and pinpointed transactions that contained interruptions or delays in service. The transcripts with service interruptions were then combed and analyzed to discover which strategies and actions proved most successful, and which library departments or staff members were absorbing most of the referred queries. Findings not only provided evidence and case studies for better reference training and interdepartmental cooperation, but also shed light on the intricacies of referrals. The analysis revealed many paths forward, including creating targeted canned chats, utilizing our findings in reference trainings, and improving communication and cooperation with the most referred-to library department.

KEYWORDS:

• Chat reference
• referral
• service interruption
• customer service
• patron satisfaction

Disclosure statement

No potential conflict of interest was reported by the author(s).

Correction Statement

This article has been republished with minor changes. These changes do not impact the academic content of the article.