Chat reference competencies: identification from a literature review and librarian interviews

Abstract

Purpose

The paper seeks to present the identification of chat reference competencies, with the goal of providing behavioral objectives for professional chat reference performance.

Design/methodology/approach

The competency identification effort presented in this paper consists of two parts: a thorough review of chat reference literature and interviews with a convenience sample of experienced chat reference librarians to elicit their perceptions of important chat reference competencies.

Findings

Three types of chat reference competencies are identified: core competencies for general reference, competencies for general reference but highlighted in the chat environment, and competencies specific to chat reference service.

Practical implications

The identified competencies can serve as a solid basis for the design of training and education programs for chat reference librarians.

Originality/value

This paper aggregates the discrete chat reference competency studies in the literature and generates a list of competencies requisite for chat reference that could benefit the training and education of chat reference librarians.

Citation

Luo, L. (2007), "Chat reference competencies: identification from a literature review and librarian interviews", Reference Services Review, Vol. 35 No. 2, pp. 195-209. https://doi.org/10.1108/00907320710749137