User Expectations and Preferences Regarding Library Chat Widgets

DOI

10.3998/weaveux.2743

Abstract

In 2019, the Pratt Institute Libraries redesigned their website and launched a new chat service. In the following three years, we explored the user experience of our chat services to determine the placement, label, and functionality of chat widgets on library web pages. We conducted two usability studies in collaboration with a graduate-level course taught at Pratt's School of Information. This paper presents a selection of findings from these studies and a discussion of our approach.

Document Type

Article

Publication Date

4-15-2024

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