Community, while inherent in assumptions about online education, rarely materializes as an integral component of the experience. Misconceptions and misguided motivations can derail participation and engagement in the online setting. Creating a successful online community is dependent on knowing what works in the face-to-face environment and…

When looking for ways to improve library services, we considered what data sources were readily available to us and how we could harvest and use this data. We investigated three years of chat reference statistics at Central Michigan University, a large research institution, to gain a better understanding of our patrons' chat behavior. We then…