The efficiency of chat service: an experience in BiDi UNAM along the pandemic crisis
DOI:
https://doi.org/10.22201/dgbsdi.0187750xp.2022.2.1405Keywords:
Information users, digital libraries, virtual reference, on–line help, instant messagingAbstract
The aim of this article is to analytically compare the efficiency of different types of library support service provided by the Biblioteca Digital UNAM (BiDi UNAM) portal to its users when accessing the digital collections; and, to highlight the usefulness of instant messaging (chat). This case study was developed through the contrastive comparison of advantages and disadvantages of four of the services offered by BiDi UNAM staff to provide guidance to those users who need to access the digital collections of BiDi UNAM. The procedure was to analyze the library support offered through telephone, email, chat and face-to-face during the years 2020 and 2021. The four services are described by means of a comparative table of advantages, disadvantages, number of users served in each service; and, outline the users’ preferences. It is determined that the chat service is the most efficient; and, the order of importance and efficiency of the four services compared is obtained.
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