Reference Chatbots in Canadian Academic Libraries
Date
2023-12-18
Journal Title
Journal ISSN
Volume Title
Publisher
Information Technology and Libraries
Abstract
Chatbots are “computer agents that can interact with the user” in a way that feels like human-to-
human conversation.1 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.
Description
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Citation
Guy, J., Pival, P. R., Lewis, C. J., & Groome, K. (2023). Reference Chatbots in Canadian Academic Libraries. Information Technology and Libraries, 42(4). https://doi.org/10.5860/ital.v42i4.16511