Instant messaging reference: users’ evaluation of library chat

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.

Citation

Ruppel, M. and Condit Fagan, J. (2002), "Instant messaging reference: users’ evaluation of library chat", Reference Services Review, Vol. 30 No. 3, pp. 183-197. https://doi.org/10.1108/00907320210435464