... be appropriate for automated or artificial intelligence (AI)-assisted response. Design/methodology/approach This study employs qualitative content analysis of 34,977 anonymized chat transcripts (2021–2024) from five US R1 universities. A hybrid stratified random sample (n = 1,746) was manually coded...

...Michael M. Smith Purpose This paper aims to provide a report of the results of an automated system that was developed and implemented for the collection of reference statistics, and to evaluate the system within the context of issues and proposed solutions culled from the literature. Design...