Patterns of Chat Users: Analyzing Repeat Users of a Consortium-Level Virtual Reference Service

Guinsly Mondesir, Maggie Gordon
In-Person, Posters

Abstract

This poster explores the behaviors and information needs of repeat users of a virtual reference chat service in Ontario academic libraries. Analyzing 1,419 chat transcripts from 360 unique users in 2022-23, the study examines transaction types, instructional interactions, and signs of library anxiety. Using a mixed-methods approach, researchers identified patterns in repeat users’ engagement, highlighting implications for service design, training, and outreach. The poster presents data visualizations, thematic analysis, and recommendations to enhance virtual reference services, ensuring they better support sustained user engagement and address evolving patron needs.

Date
May 27, 2025 16:10 ADT — 17:00 ADT
Location
TBD
Canada Academic Libraries Information Behaviours Library Anxiety
Guinsly Mondésir
Guinsly Mondésir
Scholar’s Portal

Guinsly Mondésir is a Virtual Reference Librarian at Scholar’s Portal. He helps coordinate the service with participating Ontario universities that are part of the Ask A Librarian service. Guinsly helps as well in publishing survey on Odesi which is a digital repository for social science data, including polling data.

Maggie Gordon
Maggie Gordon
Queen’s University

Maggie Gordon (she/her) is an Engineering & Science Librarian at Queen’s University in Kingston, Ontario. She is the liaison for biology, environmental studies, geology, and geological engineering. She also coordinated and led many projects for the library’s virtual reference services, which included chat, email, LibAnswers ticketing, and the LibAnswers FAQ Knowledgebase from November 2022 to November 2024.