Discovery | Annual Meeting Orchestra A/B
May 17, 2024 10:00 AM - 10:45 AM(America/Chicago)
20240517T1000 20240517T1045 America/Chicago Diffusion of Innovation: Implementation of a ChatBot in a Minority Serving University Library Disparity of information access disproportionately affects minorities and low income individuals. Libraries can play a key role in bridging the gap through system and technology innovations. This presentation describes the adoption of SpringShare’s new LibAnswers ChatBot tool into Primo VE through collaboration between Systems and Reference and Instructions departments in a large minority serving university library. As early adopters, the presenters will share the implementation experience of integrating Chatbot with Primo VE to enhance information discovery and access, and discuss the metrics employed to evaluate the user engagement and usage of the library resources and services. Since the implementation of Chatbot in September 2023, there has been substantial increases of 24/7/365 live chats, FAQ total public views, views and visits to library help page, and several key research guides. The session will also discuss future work to examine different Chatbot usage patterns and user experiences by evaluating the demographics of the users. Orchestra A/B Ex Libris Knowledge Days and ELUNA Events 2024 eluna-conf-planning@exlibrisusers.org
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Disparity of information access disproportionately affects minorities and low income individuals. Libraries can play a key role in bridging the gap through system and technology innovations. This presentation describes the adoption of SpringShare’s new LibAnswers ChatBot tool into Primo VE through collaboration between Systems and Reference and Instructions departments in a large minority serving university library. As early adopters, the presenters will share the implementation experience of integrating Chatbot with Primo VE to enhance information discovery and access, and discuss the metrics employed to evaluate the user engagement and usage of the library resources and services. Since the implementation of Chatbot in September 2023, there has been substantial increases of 24/7/365 live chats, FAQ total public views, views and visits to library help page, and several key research guides. The session will also discuss future work to examine different Chatbot usage patterns and user experiences by evaluating the demographics of the users.
Primo
Gain valuable insights into the implementation of Chatbot with Primo VE and the metrics used to evaluate user engagement and usage of library resources and services
Understand how technology can be leveraged to enhance information discovery and access, and how you can be part of this exciting journey
Discovery and Systems Development Librarian
,
University of Massachusetts Boston
Electronic Resources and Systems Librarian
,
University of Massachusetts Boston
Head of Library Systems and Discovery Services
,
University of Massachusetts Boston
 Patrick Cassidy
Systems & Discovery Librarian
,
Union College
Data Management Engineer
,
Florida Virtual Campus (FLVC) Library Services
Diffusion of Innovation: Implementation of a Ch...
ELUNA_1715193523DiffusionofInnovation-ImplementationofaChatbotinaMinorityServingUniversityLibrary.pptx View Download Presentation Submitted by Yueqing Chen 39
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