Social and Behavioral Sciences Commons^™

Chat Reference: To Schedule Or Not To Schedule?, Michael Mungin

Libraries

Students in distance programs often have no way of visiting the physical reference desk to seek assistance from and engage in a reference interview with a librarian. Lack of access to this crucial research resource presents a major challenge to distance education. Luckily, chat reference services, available through various products and software, are becoming an increasingly common service offered by libraries. This technology allows the students and librarians to work together in real time to achieve the back and forth dialogue required in reference interviews. Unfortunately, the literature on creating and providing a chat reference service does not delve deeply …