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
