The library's chat service factored more prominently this past year, particularly due to the pandemic leading to a large number of online courses. Our front-line Coordinators and Library Technical Assistants continued to monitor chat each hour the library was open, alongside our Librarians, and then a global co-operative of librarians outside of the college monitored chat when the college libraries were closed. Throughout the year a total of 987 chats were initiated - 934 answered and 53 missed. 752 of these chats were initiated during the libraries' operating hours and 235 were initiated outside of those hours. While college libraries' staff were busiest answering chats during the late morning and early afternoons of weekdays, the co-operative librarians were busiest during weekend evenings.
987 chats initiated in total -- 934 answered, 53 missed.
752 chats initiated in total -- 721 answered, 31 missed.
A total of 235 chats -- 213 answered, 22 missed
Although students only elected to provide a rating 250 times out of the 987 transactions, the score for those 250 ratings was overall very positive, with 241 students, or 96.4%, providing a rating of 3 (Good) or 4 (Excellent) on a 4-point scale, and the vast majority of those scores being in the "Excellent" category. There were many positive comments left for both SSC librarians and Co-Op Librarians.