As part of an assessment process, reference statistics in an academic library were examined over a twenty-year period and revealed steep declines in the numbers of reference questions asked. To attempt to halt or reverse this slide a number of interventions were attempted, including improved signage, outreach to patrons, and increased availability of chat reference. Increasing chat reference was clearly effective; the other interventions showed more modest success.
Nelson, Bonnie R., "Improving Reference Service with Evidence" (2016). CUNY Academic Works.