LibAnswers

The Best Chat Transcript Awards is a review of transcripts nominated by collaborative librarians for the Research Help Now queue from the previous academic year.

• Nominations come from chat managers of subscribed institutions; transcripts are anonymized and blind peer-reviewed by 2 reviewers each. 
• Nominees are chosen who model excellence in chat service.
• The reviewers are also chat operators in the system; the awards committee chair assures that reviewers do not review their own school's operators or nominations.
• The committee uses a standardized rubric to ensure fairness in judging; it is available on the Intranet. 

Purpose:

• Assure quality amongst operators in the system.
• Use as a training tool for new operators in the system - see how excellent chats are conducted.
• Refresher tool for seasoned operators.
• Anonymized transcripts are helpful for showing administrators the return on investment re: quality and service.

For current examples, see this year's presentation files attached to this FAQ. Includes examples of anonymized transcripts as seen by our judges.