Communication Strategies for Instant Messaging and Chat Reference Services

• Published in: The Reference librarian 2003-11, Vol.38 (79-80), p.121-155
• Main Authors: Fagan, Jody Condit, Desai, Christina M.
• Format: Article
• Language: English
• Subjects: chat; Chat reference; computer-mediated communication; Digital libraries; instant messaging reference; live online reference; Online reference work; Real time information; reference interview; Reference services
• ISSN: 0276-3877; 1541-1117
• DOI: 10.1300/J120v38n79_09

Instant messaging (IM) reference is gaining in popularity but still faces resistance. Some librarians agree with some researchers in the field of computer-mediated communications (CMC) that it can never approach the complexity of face-to-face communication, and is therefore an unsuitable medium for reference. Librarians in face-to-face reference use nonverbal communication skills such as a welcoming expression and an interested tone of voice to encourage patrons to approach the desk and discuss their topic; they also interpret the nonverbal cues of patrons. This analysis of online reference conversations shows how online skills can substitute for many of these nonverbal cues. Some skills are unique to computer-mediated communication while others involve written language skills to encourage exploration of the topic, increase clarity, demonstrate approachability and empathy, and instruct. The study illustrates communication problems and solutions using actual conversations, giving particular attention to the reference interview.