Chat Statistics
Usage of the library's 24/7 chat service continued to increase, with a 3% increase in total chats from 1,516 to 1,562. 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 29.8% of all chats, and, factoring in our expense for the service, only cost the libraries $4.68 per transaction.
Trend Data
Chats -- Total
1,174 chats initiated in total -- 1,096 answered, 78 (6.6%) missed.
Chats -- Co-Op/Springshare Librarians
A total of 514 chats -- 466 answered, 48 (9.3%) missed
Chats -- User Ratings
Although students only elected to provide a rating 351 times out of the 1,562 transactions (22.5%), the score for those 351 ratings was overall very positive, with 327 students, or 93.1%, 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.
