Chat Statistics
Interestingly, even though on-campus classes resumed, the library's chat service was actually used much more frequently than the previous year, seeing an increase in total chats from 987 to 1,319. Front-line Coordinators and Library Assistants continued to monitor chat each hour the library was open, alongside our Librarians, and the libraries continued to be connected to a global co-operative of librarians outside of the college who monitored chat when the college libraries were closed.
Trend Data
Chats -- Total
1,319 chats initiated in total -- 1,229 answered, 90 (6.8%) missed.
Chats -- Co-Op/Springshare Librarians
A total of 384 chats -- 347 answered, 37 (9.6%) missed
Chats -- User Ratings
Although students only elected to provide a rating 291 times out of the 1,319 transactions, the score for those 291 ratings was overall very positive, with 280 students, or 96.2%, 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.
