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Library and Information Science

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Instant messaging

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Analysis And Lessons Learned Instituting An Instant Messaging Reference Service At An Academic Health Sciences Library, Daniel Kipnis, Gary E. Kaplan, Mslis Jan 2009

Analysis And Lessons Learned Instituting An Instant Messaging Reference Service At An Academic Health Sciences Library, Daniel Kipnis, Gary E. Kaplan, Mslis

Daniel G. Kipnis

In February 2006, Thomas Jefferson University went live with a new instant messaging (IM) service. This paper reviews the first 102 transcripts to examine question types and usage patterns. In addition, the paper highlights lessons learned in instituting the service. IM reference represents a small proportion of reference questions, but based on user feedback and technological improvements, the library has decided to continue the service.

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Instant Messaging Reference: Users' Evaluation Of Library Chat, Margie Ruppel, Jody Fagan Aug 2002

Instant Messaging Reference: Users' Evaluation Of Library Chat, Margie Ruppel, Jody Fagan

Margie Ruppel

This article analyzes survey results of university students who used Morris Messenger, the instant messaging (IM) reference service at Southern Illinois University Carbondale's Morris Library. It focuses on the complete results of two surveys, including a comparison of IM reference and traditional reference desk experiences. An overview of the IM reference system and usage data are also discussed. Survey respondents indicated overall enthusiasm for the IM reference service and provided useful suggestions for improvements, which are also listed.

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Instant Messaging Reference: Users' Evaluation Of Library Chat, Margie Ruppel, Jody Fagan Jul 2002

Instant Messaging Reference: Users' Evaluation Of Library Chat, Margie Ruppel, Jody Fagan

Jody C Fagan

This article analyzes survey results of university students who used Morris Messenger, the instant messaging (IM) reference service at Southern Illinois University Carbondale's Morris Library. It focuses on the complete results of two surveys, including a comparison of IM reference and traditional reference desk experiences. An overview of the IM reference system and usage data are also discussed. Survey respondents indicated overall enthusiasm for the IM reference service and provided useful suggestions for improvements, which are also listed.

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