Chat Statistics
Usage of the library's chat service continued to increase, with a 15% increase in total chats from 1,319 to 1,516. 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 at all times when the college libraries were closed. Chats from the co-op librarians represented 29% of all chats, and, factoring in our expense for the service, only cost the libraries $4.80 per transaction.
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 370 times out of the 1,516 transactions (24.4%), the score for those 370 ratings was overall very positive, with 356 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.
