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Expanding and Improving Our Library’s Virtual Chat Service: Discovering Best Practices When Demand Increases
Resource type
Authors/contributors
- Fruehan, Parker (Author)
- Hellyar, Diana (Author)
Title
Expanding and Improving Our Library’s Virtual Chat Service: Discovering Best Practices When Demand Increases
Abstract
With the onset of the COVID-19 pandemic and the ensuing shutdown of the library building for several months, there was a sudden need to adjust how the Hilton C. Buley Library at Southern Connecticut State University (SCSU) delivered its services. Overnight, the library’s virtual chat service went from a convenient way to reach a librarian to the primary method by which library patrons contacted the library for help. In this article, the authors will discuss what was learned during this time and how the service has been adjusted to meet user needs. Best practices and future improvements will be discussed.
Publication
Information Technology and Libraries
Date
2021-09-20
Volume
40
Issue
3
Citation Key
fruehanExpandingImprovingOur2021
Accessed
9/20/21, 1:47 PM
ISSN
2163-5226
Short Title
Expanding and Improving Our Library’s Virtual Chat Service
Language
en
Library Catalog
License
Copyright (c) 2021 Parker Fruehan and Diana Hellyar
Extra
6 citations (Crossref) [2023-10-31]
Number: 3
Citation
Fruehan, P., & Hellyar, D. (2021). Expanding and Improving Our Library’s Virtual Chat Service: Discovering Best Practices When Demand Increases. Information Technology and Libraries, 40(3). https://doi.org/10.6017/ital.v40i3.13117
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