I’m in the middle of another number crunching phase here at Baruch. I’m trying to find an accurate way to estimate the number of chat reference sessions in which the librarian decided to refer the question on for followup via email (in the QuestionPoint system, librarians just bring up the transcript for a question that has been marked for followup, click an “Answer” button, type a reply, hit “Send,” and the reply goes off to the email address that the patron provided when they logged in to chat). The QuestionPoint reporting features don’t seem to provide a way to identify every single chat session that had some sort of email followup, but by using some comparisons of different reports, I was able to make a defensible estimation that about one in five chat sessions gets marked for followup.
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