Virtual Reference in a Community College Library: Patron Use of Instant Messaging and Log-In Chat Services

摘要

SUMMARY: This study directly compared the transcripts of instant message (IM) chat reference and log-in chat from the viewpoint of both users and librarians at a community college. Results show that both IM and log-in chat are needed for differing reasons: The IM portal is most often used for simpler questions, and the log-in portal receives research-based questions. While chats tend to be less formal and shorter, a librarian must still decipher the information needed. Thus, it is important that the reference interview be conducted in both chat and log-in reference service. Interestingly, librarians were perceived to be 18% friendlier in log-in reference, possibly because of the longer time of the transaction. But being friendlier in IM transactions is an achievable goal.