ER&L Preliminary Program Search Tool
March 3–6, 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.
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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.