Does proactivity drive use? Understanding growth in chat reference services

Libraries that implement trigger-initiated proactive chat reference services see substantial increases in the number and complexity of transactions. However, it is not clear if this growth a result something inherent to proactivity, or other factors such as increased awareness service. To investigate this, we compare usage during periods with without proactivity databases which our service established. Steep immediate when enabled sharp declines disabled suggests itself driving changes. We recommend human computer interaction (HCI) user experience (UX) approaches further understand