Combining IM and Vendor-Based Chat: A Report from the Frontlines of an Integrated Service

Autor/inn/en	Ward, David; Kern, M. Kathleen
Titel	Combining IM and Vendor-Based Chat: A Report from the Frontlines of an Integrated Service
Quelle	In: portal: Libraries and the Academy, 6 (2006) 4, S.417-429 (13 Seiten) PDF als Volltext Verfügbarkeit
Sprache	englisch
Dokumenttyp	gedruckt; online; Zeitschriftenaufsatz
ISSN	1531-2542
Schlagwörter	Library Services; Outreach Programs; Computer Mediated Communication; Time; Electronic Equipment; Word Processing; Telecommunications; Libraries; Pilot Projects; Vendors; Reference Services; Adjustment (to Environment); Age Differences; Privacy; On the Job Training; Illinois + Suchen Sie Ihr Suchwort? Bibliotheksarbeit; Jobcoaching; Computerkonferenz; Zeit; Elektronisches Gerät; Textverarbeitung; Telekommunikationstechnik; Library; Bibliothek; Pilot project; Modellversuch; Pilotprojekt; Vendor; Anbieter; Literaturdienst; Age; Difference; Age difference; Altersunterschied; Privatsphäre; Training-on-the-Job
Abstract	Driven by studies showing that Millennials (ages 18-24) have adopted IM (instant messaging) as a standard communications medium, many libraries are reaching out to their own patrons in this way. At the same time, some of these libraries have invested thousands of dollars in vendor-based chat reference solutions that provide duplicate functionality. This article assesses a pilot project that offered both IM and vendor-based chat reference simultaneously to users. Impact on workflow, staff stress, training, and other management issues are highlighted, as well as evidence of user preferences and an evaluation of best practices for offering multi-service chat reference. (Contains 8 tables and 13 notes.) (Author).
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Erfasst von	ERIC (Education Resources Information Center), Washington, DC
Update	2017/4/10