Journal Article: “Reference Chatbots in Canadian Academic Libraries”

The article linked below was published today by ITAL: Information Technology and Libraries (a CORE publication). 

Title

Reference Chatbots in Canadian Academic Libraries

Authors

Julia Guy
University of Calgary

Paul R. Pival
University of Calgary

Carla J. Lewis
University of Calgary

Kim Groome
University of Calgary

Source

ITAL: Information Technology and Libraries
Vol. 42 No. 4 (2023)

Abstract

Chatbots are “computer agents that can interact with the user” in a way that feels like human-to-human conversation. While the use of chatbots for reference service in academic libraries is a topic of interest for both library professionals and researchers, little is known about how they are used in library reference service, especially in academic libraries in Canada. This article aims to fill this gap by conducting a web-based survey of 106 academic library websites in Canada and analyzing the prevalence and characteristics of chatbot and live chat services offered by these libraries. The authors found that only two libraries were using chatbots for reference service. For live chat services, the authors found that 78 libraries provided this service. The article discusses possible reasons for the low adoption of chatbots in academic libraries, such as accessibility, privacy, cost, and professional identity issues. The article also provides a case study of the authors’ institution, the University of Calgary, which integrated a chatbot service in 2021. The article concludes with suggestions for future research on chatbot use in libraries.

Direct to Full Text Article
8 pages; PDF.

Direct to TOC For Issue Vol. 42 No. 4 (2023) of ITAL

Filed under: Academic Libraries, Libraries, News