title: Content Analysis of Virtual Reference Data: Reshaping Library Website Design.
abstract: An academic health sciences library wanted to redesign its website to provide better access to health information in the community. Virtual reference data were used to provide information about user searching behavior. This study analyzed three years (2012-2014) of virtual reference data, including e-mail questions, text messaging, and live chat transcripts, to evaluate the library website for redesigning, especially in areas such as the home page, patrons' terminology, and issues prompting patrons to ask for help. A coding system based on information links in the current library website was created to analyze the data.
authors.affiliation: a Health Sciences Library , The University of Tennessee Health Science Center , Memphis , Tennessee , USA.
authors.forename: Suhua Caroline
authors.initials: SC
authors.lastname: Fan
authors.affiliation: a Health Sciences Library , The University of Tennessee Health Science Center , Memphis , Tennessee , USA.
authors.forename: Jennifer M
authors.initials: JM
authors.lastname: Welch
mesh_terms: D006801:Humans; D007255:Information Services; D020407:Internet; D007993:Libraries, Medical
keywords: Evidence-based study; statistics; user-friendly website; virtual reference; website design