IM a librarian: extending virtual reference services through instant messaging and chat widgets (original) (raw)
Related papers
Shaping the future realities of virtual reference
Proceedings of The Asist Annual Meeting, 2006
This panel addresses some of the gaps in VRS research. Results from two major research projects, one a state-wide, the other an internationa l evaluation of VRS are discussed in the context of addressing the needs defined by Po merantz (2005).
Key issues surrounding virtual chat reference model : A case study
Reference Services Review, 2009
Purpose -The purpose of this study is to investigate the use of co-browse in live chat, customers' question types, referral to subject experts, and patrons' usage patterns as experienced in the virtual reference (VR) chat reference services at Texas A&M University Libraries. Design/methodology/approach -Chat transcripts from 2005 to 2007 were sampled and analyzed by peer reviewers. Statistical data in that period were also examined. A set of methods and a pilot study were created to define the measurement components such as question types, expert handling, and co-browsing. Findings -Co-browsing is used in 38 percent of the sampled chat sessions. The Texas A&M University live chat service group considers co-browsing a useful feature. Of questions received on VR, 84 percent are reference questions. Only 8.7 percent of the total questions or 10 percent of the reference questions need to be answered by subject experts. The use of VR increases dramatically in the past two years at the Texas A&M University. The findings also reveal users' logon patterns over weekdays and weekends. Originality/value -The study contributes and advances understanding in the role VR plays in a large academic library and the role co-browsing plays in VR services. The study also provides a comprehensive method for transcript and usage data analysis. It is believed that a similar methodology may be replicated elsewhere by other institutions engaging similar services or evaluation.
Motivations and uses: Evaluating virtual reference service from the users' perspective
Library & Information Science Research, 2006
The questions of whether chat reference service is beneficial enough to users to justify the costs of offering it, and how valuable it is to users in fulfilling their information needs, have been primary concerns for librarians providing the service, for library administrators managing the service, and for funding agencies paying for it. The present study combines a traditional evaluation of the user's satisfaction with the reference encounter, with details of the user's information use and the user's motivation for using the chat reference service. This evaluation study assesses the effectiveness of chat reference service in meeting users' information needs.
2012
Openfire is an open-source instant messaging (IM) network and a single unified application that meets the needs of chat reference and internal communication. In Fall 2009, the California State University San Marcos (CSUSM) Library began using Openfire and other Jive software IM technologies to simultaneously improve our existing IM-integrated chat reference software and implement an internal IM network. This case study describes the chat reference and internal communications environment at the CSUSM Library and the selection, implementation, and evaluation of Openfire. In addition, the authors discuss the benefits of deploying an integrated IM and chat reference network.
What Librarians Need2Know - Instant Messaging and Chat as Reference Services in Public Libraries
2008
Need2Know is the name of a test work made by the public libraries of Aalborg, Denmark. Using MSN Messenger as a tool for synchronous reference service the project tested if it is possible to reach new library users with instant messaging as a platform. The authors of this paper followed the test work as researchers. The paper does not give a detailed report or evaluation of the test work but presents the project and discusses the implications of the use of instant messaging and new media in the public library. The test work was a great success. A contract with Microsoft provided banner spots exposing Need2Know to MSN users, and 700 users signed up for the service. The users were mostly young people at the age of 12-15 years, a group of users who in recent years has deselected the library. The conclusion is that instant messaging is an excellent communication tool for reaching young people. Based on research literature in the field the paper discusses the kind and quality of synchron...
2015
In libraries around the world there are people asking librarians for research assistance. As technology has advanced and communication strategies have moved outside the physical library buildings, librarians now respond to reference queries online. This study analyzed two forms of virtual reference; instant messaging (IM) and log-in chat. The purpose of this study was to find out if there is any inherent difference between the way the patrons or the librarians used these two virtual services. An exploratory research design focused on numerous aspects of virtual reference communication. During the spring terms of academic years 2011 and 2012 at a community college, 1,341 transcripts of IM and log-in chat sessions were recorded. Using a systematic sampling process, 320 transcripts were sampled and their content analyzed. Findings indicate that a length of the transaction significantly affected the outcome of all transactions. Log-in chats were generally longer than IM chats and it was...