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Now in its 17th year, Brick & Click (#BCLC17) is a one day, session-based event covering innovative library technologies, practical library solutions, and other timely academic library topics.  Brick & Click supports academic information needs of on-ground/online students, library professionals, and paraprofessionals. Visit the FAQ webpage for more information.

The conference is held at Northwest Missouri State University in Maryville, Missouri. Registration is limited in order to maintain the advantages of a small conference, so register early!   To register visit: www.brickandclick.org

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Friday, November 3 • 9:10am - 10:00am
What Do Your Library Chats Say? How to Analyze Webchat Transcripts for Sentiment and Topic Extraction

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Reference can be complicated when you are not meeting face-to-face. Are we actually answering our patron’s questions? Are all the librarians answering the questions the same way? Are the interactions positive or negative experiences? And how much effort is actually put into chat interactions? Rockhurst University’s Greenlease Library looked at two years of library chats and used simple natural language processing techniques to explore user behavior and learn about the most popular topics. This presentation covers the process used, and what was learned from the data.

avatar for Ellie Kohler

Ellie Kohler

Access and Learning Services Librarian, Rockhurst University Library

Friday November 3, 2017 9:10am - 10:00am
J.W. Jones Student Union, Boardroom
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