Dissatisfaction in Chat Reference Users: A Transcript Analysis Study

Judith Logan, Kathryn Barrett, Sabina Pagotto

Abstract

This study aims to identify factors and behaviors associated with user dissatisfaction with a chat reference interaction to provide chat operators with suggestions of behaviors to avoid. The researchers examined 473 transcripts from an academic chat reference consortium from June to December 2016. Transcripts were coded for 13 behaviors that were then statistically analyzed with exit survey ratings. When present in the chat, three behaviors explained user dissatisfaction: clarification, transfers, and referrals. The absence of three more behaviors also explained dissatisfaction: ending the chat mutually; maintaining a professional tone; and displaying interest or empathy.

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Copyright Judith Logan, Kathryn Barrett, Sabina Pagotto


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This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.

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