Best practices for analyzing chat transcripts?

[Christian van der Ven]

Hello everyone,

At the moment we have a trainee/student researching our digital services, such as our chat service. In short, she's analyzing the output of all sorts of channels (e-mail, forum, chat, WhatsApp) trying to point out the similarities and differences between the channels, and the audiences they work for, the (sort of) questions which are asked through each channel, things we can learn from that, which, for example, may learn us more on our patrons, or let us improve our services. She's still in the early stage of her research, finding out what is and what isn't possible.

My question is: I imagine some of you have done similar research, or at least have analyzed statistics, chat log metadata and transcriptis from LibraryH3lp. Perhaps some of you have put together research reports that you are willing to share. So that our student has an example, and best practices, which will also be helpful for her literature research.

I'd be happy to hear from you. Thanks!

Best regards from the Netherlands,

Christian

[Peter Reid]

Hi Christian,

I'm not sure how much it focuses on chat specifically, but Matthew Redsma in the US supervised an intern doing a similar project, and wrote it up here:

https://matthew.reidsrow.com/worknotes/144

All the best,

Peter

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Peter Reid

Digital Services Librarian

Bath Spa University
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01225 87 6111

 

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[Christian van der Ven]

Thank you, Peter! I'll forward this to our student, so she can decide for herself whether this project is useful for her own research, with or without being about chat specifically. Thanks!

Best regards,

Christian

Op donderdag 29 maart 2018 17:39:09 UTC+2 schreef Peter Reid:

Hi Christian,

I'm not sure how much it focuses on chat specifically, but Matthew Redsma in the US supervised an intern doing a similar project, and wrote it up here:

https://matthew.reidsrow.com/worknotes/144

All the best,

Peter

On 13 February 2018 at 08:54, Christian van der Ven <christian....@gmail.com> wrote:

Hello everyone,

At the moment we have a trainee/student researching our digital services, such as our chat service. In short, she's analyzing the output of all sorts of channels (e-mail, forum, chat, WhatsApp) trying to point out the similarities and differences between the channels, and the audiences they work for, the (sort of) questions which are asked through each channel, things we can learn from that, which, for example, may learn us more on our patrons, or let us improve our services. She's still in the early stage of her research, finding out what is and what isn't possible.

My question is: I imagine some of you have done similar research, or at least have analyzed statistics, chat log metadata and transcriptis from LibraryH3lp. Perhaps some of you have put together research reports that you are willing to share. So that our student has an example, and best practices, which will also be helpful for her literature research.

I'd be happy to hear from you. Thanks!

Best regards from the Netherlands,

Christian

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