Mining reference chat transcripts to analyze noise complaints

Abstract

Purpose This case study provides a new methodology for examining patron-initiated noise complaints in academic libraries by mining virtual reference chat transcript logs. The purpose of this study is to illustrate how noise complaints can be identified, analyzed and mapped to create a visual representation of the library’s soundscape. Design/methodology/approach This study reviewed 4,494 reference chat logs taken over four semesters at a large public university between August 2015 and May 2017. From these transcripts, the author identified 330 unique noise complaints and analyzed them by content, time of day, day of week, week of semester and floor of library. Complaints were also plotted on a library map to determine noise complaint hot spots. Findings Analysis of the noise complaints showed that 82 per cent of the reported incidents originated in designated quiet study zones and 55 per cent of the complaints occurred in the evenings when the library was more lightly staffed. Mapping the noise complaints revealed that most infractions were reported in areas where public computing areas and group study rooms were situated directly adjacent to designated quiet study areas. Originality/value Although there are numerous studies on noise in libraries and many published analyses of reference chat transcripts, this paper is the first to analyze chat transcripts for the purpose of studying noise complaints in the library. This paper is an expansion of a preliminary study presented at the 2016 Library Assessment Conference in Arlington, VA.

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“…Existing studies have examined patrons' complaint behaviors within public and academic libraries and have found that user complaints are valuable for library management teams to develop strategies and make crucial decisions (Oh, 2003(Oh, , 2004(Oh, , 2006. Vance (2018) examined noise-related complaints within a university library and emphasized that libraries could benefit from such complaints to enhance the physical environment arrangements within libraries. Suki (2011) observed that public library users were more likely to complain to a third party while some may complain to department managers or chief librarians.…”

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“…One of their research goals was to improve the methods for answering these types of questions (2016). In 2018, librarians at Middle Tennessee State used chat transcripts to search for noise complaints in order to “create a visual representation of the library's soundscape” (Vance, 2018). The authors examined 4,494 chat logs from four semesters and identified 330 unique noise complaints using a set of agreed-upon keywords.…”