Live recording of the August 26, 2019 Webinar
That thing is so annoying: How proactive chat helps us reach more users Epstein, Michael
College & Research Libraries News, [S.l.], v. 79, n. 8, p. 436, sep. 2018. ISSN 2150-6698.
A comparison of chats answered September 2017 through April 2018 with the same period for 2016 through 2017 revealed a nearly 600% increase. This large statistical increase in chat requests led me to conclude that the previous widget was not being noticed by many users.
Implementing a Proactive Chat Widget in an Academic Library Pyburn, Lydia
Journal of Library & Information Services in Distance Learning (2018)
From implementing the proactive chat widget in the library’s online resources, incoming answered chat questions have doubled overall from 4,020 questions answered in 2015–2016 to 8,120 questions answered in 2016–2017.