scott collard, social sciences collections coordinator kara whatley, head, coles science center
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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?. - PowerPoint PPT PresentationTRANSCRIPT
Transcript Gold: mining reference transactions
Scott Collard, Social Sciences Collections CoordinatorKara 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?
3 Transcript Analysis Projects:
1. User search behavior2. Systems troubleshooting 3. User personas
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
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.
Project #1: User search behavior
•We learned about:
•Federated searching
• How comfort shapes behavior
•Where we’ve succeeded
•Systems integration
Using interactive transcripts
Project #2: Systems troubleshooting
Project #2: Systems troubleshooting18:12 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 link18:14 USER: thanks18:14 USER: when i open in @GetIt, it says it is there but then won't open18:16 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: No18:18 USER: I'm seeing this18:18 USER: https://getit.library.nyu.edu/resolve?url_ver=Z39.88-200418:18 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 thanks18:21 LIBRARIAN: No problem, sorry about that! let me know if I can help you with
anything else
Project #2: Systems troubleshooting
Authentication (eg ezproxy)
GetIt (delivery)
Specific tool
(eg PsycINFO)
Discovery
Access
Intrinsic
Extrinsic
Source: Pearce and Tempelman-Kluit. “Persona most grata: invoking the user from data to design.” LITA 2012
Project #3: User Personas
Type 2: Encounterer
Extrinsically motivated + Discovery oriented
I
E
A
D
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.”
Project #3: User Personas
