Service, Interrupted: Analyzing Chat Reference Referrals.

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. [ABSTRACT FROM AUTHOR]