Connecting to Students: Launching Instant Messaging Reference at Binghamton University

Maximiek, Sarah, Brown, Elizabeth and Rushton, Erin Connecting to Students: Launching Instant Messaging Reference at Binghamton University. College & Undergraduate Libraries, 2006. (In Press) [Journal article (Paginated)]

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English abstract

Binghamton University Libraries implemented an IM reference service using the Trillian client to monitor multiple IM accounts at two distinct reference service points. This paper addresses the process and practical considerations of implementing the service including selection of the appropriate software, creation of IM accounts for each service, development of a staffing schedule, and training of reference staff. Also included is an outline of future plans for improving IM services for students and academic library users.

Item type: Journal article (Paginated)
Keywords: Instant messaging, IM, virtual reference, reference services, chat, academic libraries, Trillian
Subjects: I. Information treatment for information services > IJ. Reference work.
Depositing user: Erin Rushton
Date deposited: 16 Feb 2007
Last modified: 02 Oct 2014 12:06
URI: http://hdl.handle.net/10760/8987

References

Abram, S. 2004. Twenty reasons to love IM. Information Outlook, October, 40 – 42.

Foley, M. 2002. Instant messaging reference in an

academic library: A case study. College & Research Libraries 63:36-45.

Houghton, S., and A. Schmidt. 2005. Web-based chat vs. instant messaging. Online, April, 26-30.

Schmidt, A., and M. Stephens. 2005. IM me. Library Journal, April 1, 34-35.

Shiu, E., and A. Lenhart. How Americans use instant messaging. Pew Internet and American Life Project. http://www.pewinternet.org/pdfs/PIP_Instantmessage_Report.pdf.


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