Instant messaging reference: Users’ evaluation of library chat

Margie Ruppel; Jody Condit Fagan

doi:10.1108/00907320210435464

Instant messaging reference: Users’ evaluation of library chat

Margie Ruppel, Jody Condit Fagan

Libraries

Research output: Contribution to journal › Article › peer-review

73 Scopus citations

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.

Original language	English
Pages (from-to)	183-197
Number of pages	15
Journal	Reference Services Review
Volume	30
Issue number	3
DOIs	https://doi.org/10.1108/00907320210435464
State	Published - Sep 1 2002

Keywords

Academic libraries
Evaluation
Internet
Library users
Reference libraries

ASJC Scopus subject areas

Library and Information Sciences

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10.1108/00907320210435464

Cite this

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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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AB - 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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KW - Library users

KW - Reference libraries

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Instant messaging reference: Users’ evaluation of library chat

Abstract

Keywords

ASJC Scopus subject areas

Access to Document

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