Instant messaging reference: Users’ evaluation of library chat

Margie Ruppel, Jody Condit Fagan

Research output: Contribution to journalArticlepeer-review

71 Scopus citations


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 languageEnglish
Pages (from-to)183-197
Number of pages15
JournalReference Services Review
Issue number3
StatePublished - Sep 1 2002


  • Academic libraries
  • Evaluation
  • Internet
  • Library users
  • Reference libraries

ASJC Scopus subject areas

  • Library and Information Sciences


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