نوع مقاله : مقاله پژوهشی
نویسندگان
1 کارشناس سازمان اسناد و کتابخانه ملی جمهوری اسلامی ایران
2 مدیرکل اطلاع رسانی کتابخانه ملی ایران،
3 رییس گروه خدمات ویژه و مرجع کتابخانه ملی ایران
چکیده
کلیدواژه‌ها
موضوعات
عنوان مقاله [English]
نویسندگان [English]
Purpose: During the pandemic of Covid-19, libraries all over the world are facing hard choices around which services to offer and how, ranging from minimal restrictions to full closure. The COVID-19 pandemic, the closure of the National Library of Iran and the lack of in-person services have led the National Library to expand its virtual reference services and is working to improve its activities in this area. The purpose of this paper is to investigate the impact of the pandemic on the questions received via online chat reference at National Library of Iran.
Design/Methodology/approach: A qualitative analysis of chat transcripts and a quantitative analysis of chat transactions were used. The length of chat interactions, topics of questions and the extent to which users satisfied with the service were evaluated.
Findings: the number of online chat reference questions received remarkably increased during the pandemic due to the increase hours of the service. Of the total questions of chat transcripts, 47.8% were on library services, 28.35% on how to access resources, 8.02% on topic search, 8.07% on search in the National library’s catalog and finally 7.76% on Database access. 90.4% of users' satisfaction with online chat service is described as "excellent"
کلیدواژه‌ها [English]
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