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Journal cover: Reference Services Review

Reference Services Review

ISSN: 0090-7324

Online from: 1973

Subject Area: Library and Information Studies

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Instant messaging reference: users’ evaluation of library chat


Document Information:
Title:Instant messaging reference: users’ evaluation of library chat
Author(s):Margie Ruppel, (Margie Ruppel is Assistant Professor and Undergraduate Librarian at Morris Library, Southern Illinois University, Carbondale, Illinois, USA.), Jody Condit Fagan, (Jody Condit Fagan is Assistant Professor and Social Sciences Librarian at Morris Library, Southern Illinois University, Carbondale, Illinois, USA.)
Citation:Margie Ruppel, Jody Condit Fagan, (2002) "Instant messaging reference: users’ evaluation of library chat", Reference Services Review, Vol. 30 Iss: 3, pp.183 - 197
Keywords:Academic libraries, Evaluation, Internet, Library users, Reference libraries
Article type:Research paper
DOI:10.1108/00907320210435464 (Permanent URL)
Publisher:MCB UP Ltd
Abstract:This article analyzes survey results of university students who used Morris Messenger, the instant messaging (IM) reference service at Southern Illinois University Carbondale’s Morris Library. It focuses on the complete results of two surveys, including a comparison of IM reference and traditional reference desk experiences. An overview of the IM reference system and usage data are also discussed. Survey respondents indicated overall enthusiasm for the IM reference service and provided useful suggestions for improvements, which are also listed.



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