Put Your Best Chat Forward: Analyzing Chat Reference for Best Practices

Chat transcript analysis studies are a proven method of evaluating levels of instruction and patron satisfaction. For more than 20 years, Odum Library at Valdosta State University has offered chat service but had never conducted an assessment. In summer 2024, three reference librarians at VSU reviewed literature and developed a means of evaluating 520 chat transcripts from spring semester 2024. Using a codebook implemented through a Qualtrics form, the researchers analyzed transcripts to examine the ways library reference staff responded to chat questions and to develop a list of best practices. The analysis showed that while most transactions had high levels of satisfaction and some evidence of instruction, responders could improve their offers of instruction, research appointments, and follow-up assistance.