IM a librarian: extending virtual reference services through instant messaging and chat widgets (original) (raw)

This study evaluates the effectiveness of alternative online reference services in libraries, specifically focusing on Instant Messaging (IM) as a tool for providing librarian assistance. A trial conducted by the Novanet committee compared the performance of IM platforms against traditional Virtual Reference (VR) software, revealing significant advantages in user satisfaction and increased service sessions when utilizing IM. The results indicate that IM could enhance patron engagement and improve overall library reference services.