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In 2019, the Pratt Institute Libraries redesigned their website and launched a new chat service. In the following three years, we explored the user experience of our chat services to determine the placement, label, and functionality of chat widgets on library web pages. We conducted two usability studies in collaboration with a graduate-level course taught at Pratt's School of Information. This paper presents a selection of findings from these studies and a discussion of our approach.
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Nicholas Dease (2023) studied this question.
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