Why Users Choose Chat

Abstract

Chat reference is fast becoming a standard offering in the suite of reference services academic libraries provide. But much still needs to be learned about the motivations users have for choosing chat services, and what sorts of research they are doing online at the moment that they choose to go to chat reference for help. This study analyzes the results of a user survey that asks what users are doing before they choose chat, why they decided to choose chat, and their overall satisfaction with the service.