Instant Messaging Reference in an Academic Library: A Case Study

Abstract

Most academic libraries offer some form of digital reference service through e-mail or Web forms. Now many libraries are moving toward an almost-immediate form of digital reference: instant messaging. During the 2000—2001 academic year, the General Libraries of the University at Buffalo conducted a pilot project to assess the feasibility of providing reference through instant messaging. The libraries used the popular “chat room” format and America Online s Instant Messenger software. This article describes the project, its implementation, the software used, staffing issues, and publicity efforts. It also discusses the results of the project in terms of user demographics, satisfaction levels, usage statistics, patron comments, and librarian feedback. Finally, the article offers conclusions about offering instant messaging reference in a large academic library.

Encountering virtual users: A qualitative investigation of interpersonal communication in chat reference

“…Evaluations of efficiency and effectiveness in task dimensions such as correctly answering the questions posed are appearing in the literature in increasing numbers (e.g., see Carter & Janes, 2002;Foley, 2002;Gross & McClure, 2001;Kaske & Arnold, 2002;White, Abels, & Kaske, 2003). However, few research studies have appeared on relational dimensions of virtual reference.…”

Preference for Reference

“…14 Though this study did not extrapolate about choice-making, it did hint at some of the reasons why IM may be preferred over other modes of reference: convenience, phone reference is a hassle, the user can't be online at the same time as they receive help, they are not on campus often, and they liked the instantaneous nature of the exchange.…”

Why Isn’t Our Chat Reference Used More?

“…13 There are fewer explanations of why students are not choosing it in the numbers anticipated. Several authors discuss some of the inherent shortcomings of chat reference, but they offer no direct link connecting these shortcomings to user behaviors.…”