Reference service and resources in the age of instant messaging

摘要

Purpose - The purpose of this paper is to outline the use of instant messaging for communications. Design/methodology/approach - The paper describes studies carried out regarding the service, staffing, and economic and technological aspects of instant messaging Findings - Instant messaging was found to be a useful tool in helping to find relevant information to enquiries. Originality/value - The paper shows how developments in software and internet connections have made instant messaging a useful tool.