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Library chat services are an increasingly important communication channel to connect patrons to library resources and services. Analysis of chat transcripts could provide librarians with insights into improving services. Unfortunately, chat transcripts consist of unstructured text data, making it impractical for librarians to go beyond simple quantitative analysis (e.g., chat duration, message count, word frequencies) with existing tools. As a stepping-stone toward a more sophisticated chat transcript analysis tool, this study investigated the application of different types of topic modeling techniques to analyze one academic library’s chat reference data collected from April 10, 2015, to May 31, 2019, with the goal of extracting the most accurate and easily interpretable topics. In this study, topic accuracy and interpretability—the quality of topic outcomes—were quantitatively measured with topic coherence metrics. Additionally, qualitative accuracy and interpretability were measured by the librarian author of this paper depending on the subjective judgment on whether topics are aligned with frequently asked questions or easily inferable themes in academic library contexts. This study found that from a human’s qualitative evaluation, Probabilistic Latent Semantic Analysis (pLSA) produced more accurate and interpretable topics, which is not necessarily aligned with the findings of the quantitative evaluation with all three types of topic coherence metrics. Interestingly, the commonly used technique Latent Dirichlet Allocation (LDA) did not necessarily perform better than pLSA. Also, semi-supervised techniques with human-curated anchor words of Correlation Explanation (CorEx) or guided LDA (GuidedLDA) did not necessarily perform better than an unsupervised technique of Dirichlet Multinomial Mixture (DMM). Last, the study found that using the entire transcript, including both sides of the interaction between the library patron and the librarian, performed better than using only the initial question asked by the library patron across different techniques in increasing the quality of topic outcomes.

Purpose The purpose of this paper is to provide ebook designers and researchers with design insights by promoting historical knowledge about books and reading as sources of ideas to implement in current and future ebooks. Design/methodology/approach The authors review historical features of books and practices of reading that have been implemented, weakened, or lost over time, referring to historical texts and resources, and relate them to ebook viewers (software) and readers (hardware) that are currently on the market. In particular, the review focuses on the physical form of the book and the practices of reading, annotation, and bookshelving. Findings While some older forms and reading practices have been implemented in ebook devices, others have been forgotten over time, due in part to physical constraints that are no longer relevant. The authors suggest that features that constrained print books and print reading in the past might actually improve the design of ebooks and e-reading in the present. Research limitations/implications This review is necessarily based on a limited set of existing historical sources. Practical implications Translating insights into novel tangible designs is always a challenging task. Ebook designers can gain insights from this paper that can be applied in a variety of design contexts. Originality/value No previous work on ebook design has foregrounded historical aspects of books and reading as viable sources of ideas to implement in ebooks.