Transcript Collard_and_WhatleyVRROI

Transcript Gold: mining
reference transactions
Scott Collard, Social Sciences Collections Coordinator
Kara Whatley, Head, Coles Science Center
New York University Libraries
ROI on AAL
How can we use data from our transcripts as a window
into user interaction with our systems?
3 Transcript Analysis Projects:
1. User search behavior
2. Systems troubleshooting
3. User personas
About our services
•AAL at NYU = email, IM, and SMS
•75% of AAL is IM and SMS
•Available across the Global Network University
•2010-11: 14,506 transactions
•2011-12 (fall & spring): 17,901 transactions
•Service itself
•Descriptive analysis
•Quality of our answers
Project #1: User search behavior
Search history + User question = better data
Source: "Virtual Reference/Query Log Pairs: a window onto user need.“ Reference Services Review, 39(1): 151-166. 2011.
Project #1: User search behavior
•We learned about:
•Federated searching
• How comfort shapes behavior
•Where we’ve succeeded
•Systems integration
Using interactive transcripts
Project #2: Systems troubleshooting
Project #2: Systems troubleshooting
18:12 USER: Having some difficulty accessing an article from the site
18:13 LIBRARIAN: Hi, do you have the citation?
18:13 USER: Article Title: From Podium to Living Room : Elite Debates as an Emotional Catalyst
for Citizen Communicative Engagements Author: Cho, Jaeho Journal Title: Communication
research ISSN: 0093-6502 Published: 2011 Volume: 38 Issue: 6 Page: 778 - 804
18:13 LIBRARIAN: Ok, let me check our subscription and I'll try to send you a link
18:14 USER: thanks
18:14 USER: when i open in @GetIt, it says it is there but then won't open
18:16 LIBRARIAN: Ok, I'm having the same problem--it looks the issue is with the Sage
subscription. Are you getting this same GetIt page?
https://getit.library.nyu.edu/go/3830125
18:18 USER: No
18:18 USER: I'm seeing this
18:18 USER: https://getit.library.nyu.edu/resolve?url_ver=Z39.88-2004
18:18 LIBRARIAN: Ok, but the links still won't open right?
18:19 LIBRARIAN: I think it's an issue with Sage's website. Fill out this form and our e-resources
team will diagnose and fix the problem with Sage's IT people:
http://library.nyu.edu/forms/help/databases.html
18:20 USER: OK thanks
18:21 LIBRARIAN: No problem, sorry about that! let me know if I can help you with anything
else
Project #2: Systems troubleshooting
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Project #3: User Personas
Intrinsic
Discovery
Access
Extrinsic
Source: Pearce and Tempelman-Kluit. “Persona most grata: invoking the user from data to design.” LITA 2012
Project #3: User Personas
Type 2: Encounterer
I
D
A
Extrinsically motivated + Discovery oriented
E
Example 1: “I’m trying to write a paper on artist Sophie Calle but
am having trouble finding the sources I need […] We’re
supposed to look at journal articles, exhibition catalogues and
books.”
Example 2: “I need some help finding scholarly papers for my
capstone paper. […] on crisis communication in the age of social
media. I know this is probably not the first time such a topic has
been written about.”
Thanks
Scott Collard
[email protected]
Kara Whatley
[email protected]