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