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ER&L Preliminary Program Search Tool

del 3 al 6 de March del 2024

Austin, Texas + Online

We are pleased to share the 19th program of the Electronic Resources and Libraries Conference reflecting our work to support the way we collect, manage, maintain, and make accessible electronic resources. 


 

Enhancing E-Resource Accessibility and User Experience: Leveraging Live Chat for Diagnostic Support

lunes, el 4 de marzo de 2024 a las 11:00–11:45 CST add to calendar
Zlotnik 5
Tags:
Live in Austin/ On-Demand within 24 hours
Conference Track

5. User Experience & Promotion

Audience Level

Intermediate

Keywords

LibChat, e-resource disagnostics

Abstract

The LSU Library's launch of an interactive chat widget in Fall 2021 led to a substantial increase in user engagement. This proposal highlights the dual role of chat as a virtual help desk and a live user-experience reporting tool. Analyzing chat transcripts revealed significant access-related issues, presenting an opportunity to enhance student satisfaction and identify hidden problems within the library's resources. This presentation will primarily address e-resource challenges, including EzProxy stanzas, custom links, and web submission forms, demonstrating the potential of chat as a valuable feedback mechanism. 

Presenters

Gabriella Lindsay, Louisiana State University (LSU)
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