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Session Recording

Asking the Right Questions: An Analysis of Ask-A-Librarian Transcripts Recording


Join our team as we discuss our analysis of an academic year’s worth of Ask-A-Librarian chat transcripts. Beginning in September 2021, a group of four library assessment committee members analyzed 100 anonymized Ask-A transcripts per month. We developed a list of common chat topics and barriers faced by patrons which we used to code each response. We rated each interaction using predetermined criteria and provided recommendations for improvement based on how the patron’s needs were met. Using this data, we then developed large-scale recommendations to share with the Dean of Assessment, the supervisor of the Ask-A-Librarian program, and Library Technology Services. Based on our recommendations, changes were made to the Ask-A-Librarian training program and resources as well as to the library website. This project took place during a year of change at the University of Florida Libraries, which included a library website migration, an ILS migration to Alma Primo VE, and a platform migration for the UF Digital Collections, as well as multiple other simultaneous web page redesign projects based on usability testing.

Christy Shorey (she/her) has worked in the UF Smathers Libraries since 2006, in a variety of positions. She's worked in Preservation/ Binding, as Manager of the UF Institutional Repository, Digital Support Services, enhancing Metadata, and now in Access and Resource Sharing. A gator since 1995, Christy is thrilled to once again engage in the broader conversations that national conferences foster, and to bring what she's learned to improve patron experiences. With a BA in Theatre Performance, with a minor in Secondary Education from UF, an MLIS from FSU, and a certificate in Entrepreneurship and Small Business Management from Santa Fe College, Christy loves to learn, and find unique ways to apply the skills she acquires.

Acquisitions and Collections Services Department - database and e-journal access, licensing, payment, and maintenance of electronic resource subscriptions for Business, Multidisciplinary, and Special Collections & Area Studies budget centers. With the University of Florida Libraries for over twenty years.

I manage database and journal renewals for the Humanities, Social Sciences, and Departmental Libraries at the University of Florida. I've been in my current role for about 3 years. My professional interests include assessment, DEIJ in libraries, accessibility, leadership, programming languages, user privacy, and library management.