You Say Hello and I Say Goodbye: Methodology and Findings from An Academic Library's Virtual Chat Service Assessment Program

Abstract

This Report from the Field outlines the implementation of a formal, comprehensive assessment program for an academic library’s virtual chat service, designed to analyze quality and inform improvements to all reference interactions. The methodology features twice-yearly, team-based peer review among graduate student employees, utilizing an eight-metric rubric to generate quantitative and qualitative data. Initial sessions found that most interactions were Proficient or Excellent but highlighted the need for coaching on closing statements and providing updates during long searches. Recommendations include adding canned messages to the chat platform and refining training with tutorials and more reference documentation to reinforce consistent service quality.