Innovative Ways Patrons Can Ask a Librarian

using IM, Texting, Twitter, and VoIP

Danielle Theiss-White

Greenlease Library, Rockhurst University

Links

Greenlease Library, Rockhurst University

K-State Libraries:

Virtual Reference Google Group:

IM Services:

Libraryh3lp

Admin page:

Blog:

Google group:
Twitter Feed:

Webchat:

Meebo

Homepage:

Blog:

Twitter:

Library Success Wiki list of libraries using Twitter

VoIP Services:

Library Success Wiki list of libraries using VoIP

Virtual Reference Tips and Resources:

Guidelines

RUSA’s Guidelines for Behavioral Performance of Reference and Information Service Providers:

RUSA’s Guidelines for Implementing and Maintaining Virtual Reference Services:

JING

Homepage:

Lingo

The NetLingo List of Acronyms and Text Message Shorthand:

Resource Lists

Library Success: A Best Practices Wiki. Online Reference.

Tutorials

Learning How to Use Instant Messaging Software:

Virtual Reference Adventure:

Tips for Effective IM Service

  • Operate the service off the reference desk whenever possible.
  • Answer each incoming chat as quickly as possible. “Hi” works well.
  • Smile as you type.
  • Inform the patron about what you are doing.
  • Give patrons an estimate of how long it will take you to find the information they need. If you know it will take a long time, ask the patron if he/she would like to wait or would like you to call or e-mail when you have the answer.
  • As you are searching check in with the patron periodically to let them know you are still attending to them.
  • As you gather results, send them one by one, rather than waiting to the end to send them all at once.
  • Offer to send the patron a transcript (or remind them they can send one to themselves).
  • Do not close a session until you are certain the patron has left. If the session is still up and you need to leave, contact the patron to tell him/her you need to leave soon and to ask if they have any last minute questions.
  • Use JING to rapidly create and send screenshots or screencasts.

References

Kovaks, D.K. (2007) The Virtual reference handbook: Interview and information delivery techniques for the chat and e-mail environments. NY: Neal-Schuman.

Van Duinkerken, W., Stephens, J., & MacDonald, K. (2009). The chat reference interview: Seeking evidence based on RUSA’s guidelines. New Library World, 110(3/4), 107-121.

Pew Internet & American Life Project.(2009). Generations Online in 2009. Retrieved from

Pew Internet & American Life Project.(2008). Mobile access to data and information.Retrieved from

Ronan, J. (2003). The reference interview online.Reference and User Services Quarterly, 43(1), 43-47.

Ross, C. R., Nilsen, K. & Dewdney, P. (2002).Conducting the reference interview. NY: Neal-Schuman.

Ruppel, M., & Fagan, J.C. (2002). Instant messaging reference: users’ evaluation of library chat. Reference Services Review, 30(3), 183-197.

Van Duinkerken, W., Stephens, J., & MacDonald, K. (2009). The chat reference interview: Seeking evidence based on RUSA’s guidelines. New Library World, 110(3/4), 107-121.

Additional Recommended Readings

Kern, M. K. (2009). Virtual reference best practices: Tailoring services to your library. Chicago: American Library Association.

Sessoms, P. and Sessoms, E. (2008), Libraryh3lp: a new flexible chat reference system, Code4Lib Journal, No. 4 Available at:

Theiss-White, D., Dale, J., Fritch, M.E., Bonella, L., & Coleman, J. (2009).IM’ing overload: Libraryh3lp to the rescue.Library Hi Tech News, 26 (1/2), 12-17.