Open AccessExpanding and Improving Our Library’s Virtual Chat Service
Author(s) -
Parker Fruehan,
Diana Hellyar
Publication year - 2021
Publication title -
information technology and libraries
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.502
H-Index - 34
eISSN - 2163-5226
pISSN - 0730-9295
DOI - 10.6017/ital.v40i3.13117
Subject(s) - service (business) , world wide web , computer science , covid-19 , shutdown , academic library , service model , library science , business , engineering , medicine , disease , pathology , marketing , nuclear engineering , infectious disease (medical specialty)
With the onset of the COVID-19 pandemic and the ensuing shutdown of the library building for several months, there was a sudden need to adjust how the Hilton C. Buley Library at Southern Connecticut State University (SCSU) delivered its services. Overnight, the library’s virtual chat service went from a convenient way to reach a librarian to the primary method by which library patrons contacted the library for help. In this article, the authors will discuss what was learned during this time and how the service has been adjusted to meet user needs. Best practices and future improvements will be discussed.