Comparison of Librarian and Patron Ratings of Synchronous Chat Interactions

Abstract

While virtual reference has become more critical during and after COVID-19, there remains a lack of current research in patron and librarian perceptions of the service. This study aims to compare librarian and patron ratings of chat interactions and highlight trends in what these ratings may suggest. Researchers collected randomized samples of patron rated chat transcripts from two large academic libraries. The transcripts were then blind reviewed according to a rubric based on the RUSA Guidelines for Behavioral Performance of Reference and Information Service Providers. Analysis of these ratings found discrepancies between patron and librarian perceptions of successful interactions. Patrons and librarians seemed to differ on their criteria for high or low ratings, the level of impact of time in interactions, and trends for overall perception of success. The lack of alignment between librarian and patron perceptions suggests areas for further research in how to improve chat services and patron experiences.