[collaborative-vr] Keeping past chat transcripts

[Guinsly Mondesir]

Hi Christen,

Should I keep my past transcript?
I believe it’s great to keep past transcripts because you can run analysis on them. You might find things to improve and modify training that you provide to your operators. Those transcripts might be useful for researchers.

Do you download past transcripts?
We at Scholars Portal, we do not download transcripts each month. We do have transcripts of past years.
Also, on the server, in LibraryH3lp (LH3), I make sure that transcripts are saved for all queues. For risk management, LH3 also keeps a backup of transcripts in another server in case that their main server has issues.

In June 2019 at least two articles, related with transcript analysis, were published
•       Logan, J., & Barrett, K. (2019). How Important is Communication Style in Chat Reference? Internet Reference Services Quarterly, 1–17. https://doi.org/10.1080/10875301.2019.1628157
•       Ozeran, M., & Martin, P. (2019). “Good Night, Good Day, Good Luck”. Information Technology and Libraries, 38(2), 49-57. https://doi.org/10.6017/ital.v38i2.10921

Regards,

Regards,
Guinsly M.
--
VR coordinator @ Scholars Portal
Coordinateur en RV @ Scholars Portal

From: collaborative-vr [mailto:collaborative-vr-bounces at listsmart.osl.state.or.us] On Behalf Of Cristen Polley
Sent: Wednesday, July 10, 2019 2:44 PM
To: collaborative-vr <collaborative-vr at listsmart.osl.state.or.us>
Subject: [collaborative-vr] Keeping past chat transcripts

Hi collaborative-VR folks,

I hope you’re all enjoying your summer!

I have a question about chat transcripts and retention and would be very grateful for any insight / experience you can share.

As our service has moved from QuestionPoint to LibraryH3lp, I’ve been wondering whether or not to download and save our past chat transcripts from QP.

I’m not sure if it’s worth saving any of them at all or only for a particular time period. We have all past session data and usage data, it’s just the full transcripts I’m now wondering about.

Does anyone have any thoughts about this? Do you download and save full transcripts regularly or have you done so in the past?

Thanks as always for your insight!!

Cristen


Cristen Polley
Coordinator, BC Electronic Library Network
p. 778.782.5419 | m. 604.653.2334
e. cristenp at bceln.ca<mailto:cristenp at bceln.ca> | w. https://bceln.ca
My pronouns are she/her/hers

Mondays - Thursdays

The BC ELN office is located on the traditional, unceded territories of the Musqueam, Squamish, Kwikwetlem, and Tsleil-Waututh Nations.

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