Instant messaging reference: how does it compare?

The use of instant messaging (IM) technology for providing online reference services is increasing by leaps and bounds. This article compares a digital reference service, Morris Messenger, with traditional, face-to-face reference, using quantitative and qualitative data from experience with this ser...

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Bibliographic Details
Published in:Electronic library 2003-01, Vol.21 (1), p.21-30
Main Author: Desai, Christina M
Format: Article
Language:English
Subjects:
Academic Libraries
Automation
Change Analysis
Communications technology
Comparative Analysis
Comparisons
Computer Mediated Communication
Computer Software
Digital libraries
Electronic Libraries
Exact sciences and technology
Face to Face Communication
Higher Education
Information and communication sciences
Information science. Documentation
Information service management
Information Services
Instant Messaging
Librarian Attitudes
Librarians
Library and documentation centre management
Library Instruction
Library Personnel
Library science
Library Services
Message systems
Morris Library
Online reference work
Online retrieval
Reference libraries
Reference Questions
Reference Services
Reference Transactions
Sciences and techniques of general use
Southern Illinois University
Southern Illinois University Carbondale
Staff user interaction
Student Expectations
University libraries
USA
Usability
User service management
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Summary:The use of instant messaging (IM) technology for providing online reference services is increasing by leaps and bounds. This article compares a digital reference service, Morris Messenger, with traditional, face-to-face reference, using quantitative and qualitative data from experience with this service at Morris Library, Southern Illinois University. The article addresses differences arising from the medium itself, differences in the categories of reference questions received, using several different categorization schemes, and differences in factors affecting willingness to return, to determine strengths and weaknesses of this medium. Since many libraries are considering implementing such a service, it also describes what it is like for staff to provide reference service this way and suggests ways of addressing some of the challenges of this new medium.
ISSN:0264-0473
1758-616X
DOI:10.1108/02640470310462380