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Scott Collard, Social Sciences Collections Coordinator Kara Whatley, Head, Coles Science Center

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?.

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Scott Collard, Social Sciences Collections Coordinator Kara Whatley, Head, Coles Science Center

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  1. Transcript Gold: mining reference transactions Scott Collard, Social Sciences Collections CoordinatorKara Whatley, Head, Coles Science Center New York University Libraries

  2. ROI on AAL How can we use data from our transcripts as a window into user interaction with our systems? • 3 Transcript Analysis Projects: • User search behavior • Systems troubleshooting • User personas

  3. 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

  4. 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.

  5. Project #1: User search behavior • We learned about: • Federated searching • How comfort shapes behavior • Where we’ve succeeded • Systems integration

  6. Using interactive transcripts

  7. Project #2: Systems troubleshooting

  8. 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

  9. Project #2: Systems troubleshooting GetIt (delivery) Authentication (eg ezproxy) Specific tool (eg PsycINFO)

  10. 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

  11. Type 2: EncountererExtrinsically motivated + Discovery oriented Project #3: User Personas I D A 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.”

  12. Thanks Scott Collard Kara Whatleyscott.collard@nyu.edu kara.whatley@nyu.edu

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