You Say Hello and I Say Goodbye

Methodology and Findings from An Academic Library's Virtual Chat Service Assessment Program

Authors

DOI:

https://doi.org/10.23974/ijol.2025.vol10.4.563

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.

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Author Biography

  • Helen Cawley, University of Notre Dame

    Helen Cawley has supervised the reference service at the Ask Us Desk at the Hesburgh Library, University of Notre Dame since 2015. She is an active member of the ALA’s RUSA Virtual Reference Services Committee. Her interests include chat reference, patron accessibility, and leisure reading.

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Published

2025-12-16

Issue

Vol. 10 No. 4 (2025): Assessment in Libraries

Section

Reports From the Field

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Copyright (c) 2025 International Journal of Librarianship

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How to Cite

You Say Hello and I Say Goodbye: Methodology and Findings from An Academic Library’s Virtual Chat Service Assessment Program. (2025). International Journal of Librarianship, 10(4), 102-109. https://doi.org/10.23974/ijol.2025.vol10.4.563