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Tuesday, June 20 • 10:30am - 11:00am
2c: Extending the live chat reference service at the University of Turin - a case study

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This paper aims at describing the feasibility study and verification of the minimum requirements which are needed to extend to the Library of Psychology the online reference support that the University of Turin Digital Library Department managed by Franco Bungaro offers its users. The methodology adopted for this task derives from that developed in a previous project which aimed at improving the communication with library users. This goal was accomplished by means of the automatic analysis of the exchanges between the Library Service users and the librarians who provided live chat support from 2014 to 2016. The approach that has been adopted to carry out our reference-related projects derives from a particular Academic research field called “digital humanities”, which represents the intersection between information technologies and humanity studies. Therefore, in order to produce feasible data which could be used to carry out quantitative and qualitative analysis, an automatic processing algorithm was developed. Both the methodology adopted and the results obtained substantiate the need to extend our online reference service to specific libraries to improve the quality of our work.


Maria Vittoria Muzzupapa

Reference Librarian, Head Service Integration Projects, University of Turin
Maria Vittoria Muzzupapa took a degree in Teatro e Arti della scena in 2008. In 2012 she passed subject-specific exams in Bibliography and Biblioteconomy at the University of Turin. Since 2009 she has worked as a reference librarian at the University of Turin. Since 2014 she has worked... Read More →

Marco Stefano Tomatis

Professor of English Language, General Linguistics and Computational Linguistics, University of Turin
Marco Stefano Tomatis took a degree in Foreign Language and Literatures in 1997 and in 2005 a Ph.D. in Linguistics, applied Linguistics and Linguistic Engineering at the University of Turin. Since 2005 he has been involved in different research projects tied to Corpus Linguistics... Read More →

Tuesday June 20, 2017 10:30am - 11:00am PDT
D1.03 - 1st floor Free University of Bolzano-Bozen

Attendees (5)