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The purpose of this paper is to describe the new virtual reference system Libraryh3lp, developed to assist librarians with managing multiple instant messaging (IM) patrons at one time.

A summary of the main features of the Libraryh3lp system, including setup and reports; and a discussion of how to provide staff training.

This paper provides an overview of the Libraryh3lp virtual reference platform including what it does, how it works, and its benefits for reference managers.

This paper is useful for information management professionals who are looking for a low‐cost, reliable alternative to current IM software systems.

This paper aims to analyze data from a pilot study at one academic library using Google Voice for text message (SMS) reference. It also aims to analyze SMS reference question typology, compare question typology to other reference services, and analyze communication in the context of SMS reference.

Analysis of all reference service models was conducted, including question typology. SMS transcripts were analyzed in the following areas: presence of a reference interview, evidence of a referral, number of librarian and patron texts, response time, and transaction duration.

The number of SMS queries was lower than expected. Questions were primarily non‐research‐based or ready reference. The average number of texts per transaction was 7.5. With outliers removed, average response time was 9.5 minutes, and average transaction time was 53.2 minutes. Users appear to be regulating question difficulty.

Data collection occurred during a state furlough period, which likely impacted the number of reference transactions. Conversation analysis and user feedback were not incorporated into this study, but could aid in understanding communication patterns in SMS reference.

Google Voice offers a viable option for implementing SMS reference, and this paper offers direction to interested parties. Challenges in answering complex questions via SMS should not be a concern, since patrons generally are not asking difficult questions.

This pilot study expands the growing body of literature on SMS reference in academic libraries, comparing it to other reference service models at the same institution. It also highlights Google Voice as a free alternative to subscription or fee‐based models of SMS reference service.

The purpose of this paper is to describe the successful implementation of an embedded instant messaging (IM) reference service using Meebo. The article provides data to legitimize the development of such services and demonstrates a successful model.

A pilot study to assess the usefulness and functionality of Meebo's embedded IM as a reference service tool was conducted. Detailed data on all reference transactions were collected and analyzed for comparative purposes. Also included in the study is a survey of librarians and staff involved in providing the service.

Adding the embedded Meebo chat widget increased the use of synchronous virtual reference services by 49 percent. Embedded IM reference transactions take significantly less time to answer than QuestionPoint transactions. Higher level reference questions (research questions) take nearly the same amount of time to answer over IM as they do in person.

Further research to determine why IM reference transactions are significantly shorter than those conducted with QuestionPoint is needed. A limitation of the current study is that there was no patron feedback collected.

The data collected suggest that embedded IM is a viable alternative and perhaps a better alternative to other vendor‐based synchronous chat reference systems. With very low capital and personnel investment, a successful synchronous and local IM reference service can be launched. Institutions that have not begun to offer synchronous virtual reference services have a free and viable option to do so.

Embedded IM is a relatively new technology. Although several libraries are using embedded IM, there are no published articles analyzing its use and comparing it to other virtual reference services.

A recent thread in the DIG_REF listserv addressed the integration of text messaging into mainstream reference service. The purpose of this paper is to expand upon that discussion, pointing out the predominant software used by libraries to handle text message reference questions and the volume of reference traffic generated by text messaging queries.

The paper also addresses the ramifications on staffing of the added traffic in text messaging and how libraries might market text messaging reference services to their patrons.

The paper further discusses the unique nature of text messaging queries and how this affects the reference interview.

The paper is intended for the reference services manager looking to incorporate text messaging into a library's repertoire of reference services.

The purpose of this paper is to present a detailed depiction of the text reference environment and its affordance, and suggest strategies to help librarians adhere to the Reference and User Services Association (RUSA) behavioral guidelines in text reference service.

The author reviews the current text reference literature as well as conducts qualitative and quantitative analysis of reference services provided by My Info Quest, the USA's first collaborative text reference service.

Two models of text reference service are uncovered: mobile device based and computer application based. The considerations for developing a service are primarily defined as relating to budget, staffing, and usability. Text reference is characterized as somewhere between synchronous and asynchronous, increasing in volume, and mostly concerned with short, straightforward questions and answers. These factors all influence adherence to RUSA guidelines for behavioral performance of reference librarians, but are not insurmountable.

More research is needed to better understand user experience with text reference service.

This paper provides ideas to help libraries effectively establish text reference service.

The paper presents a detailed set of considerations for libraries that are considering launching text reference service. It also outlines behavioral expectations for librarians providing that service.

The purpose of this paper is to present a snapshot of virtual reference services (the use of instant messaging or chat for enquiries) in UK academic libraries, and provide information about software for libraries considering providing a virtual reference service.

The paper summarises the results of a 2008 UK‐wide survey of academic libraries and gives a brief overview and comparison matrix of top virtual reference software products as tested by the Virtual Enquiry Project.

Virtual reference services are not widespread in UK academic libraries. However, current service providers are planning to continue or expand services and a majority of academic libraries surveyed are considering starting a service.

This is the first survey of its kind among UK academic libraries.

This paper aims to evaluate the performance of a chat reference service implemented at an academic library in a private liberal arts college by gauging its impact on other forms of reference service in terms of usage volume, with a focus on research-related face-to-face reference questions.

Two statistical methods are used, namely, the difference-in-differences method and a simple moving average time series analysis, to analyze both the short-term and long-term impact brought by chat reference.

This study finds that the usage volume of the traditional face-to-face reference is significantly affected by chat reference in its first service year. The long-term analysis suggests that chat reference volume displays a significant declining trend (−2.06 per cent academic month) since its implementation. Yet, its usage volume relative to other reference services remains stable over time.

The findings in this case study will be of value to libraries with similar scale and institutional features that are also interested in assessing their chat reference service. In addition, this paper is the first to apply the difference-in-differences approach in the field of library science, and the two statistical methods adopted in this case study can be readily adapted and applied to other similar volume-based library assessment projects.

As virtual reference and online discovery tools evolve, so do interactions with patrons. This study aims to describe how synchronous virtual reference transactions changed over a six‐year period at a university library.

Transcripts from October and February from October 2004 to February 2010 were coded for question type, interlibrary loan discussions, and referrals. Subcategories for holding types and referrals were also recorded.

The number and types of questions changed with the virtual reference platform used, both increasing and decreasing. The number of questions more than doubled from the beginning to the end of the six‐year study period. The number of holdings questions at the end of the study period was six times higher than the number at the beginning. Patterns relating to interlibrary loan discussions and referrals were noted.

The study examined transcripts from one university library. Findings cannot be generalized but provide examples that may be similar in other libraries.

The number and type of online reference questions that a library receives can change dramatically in a short time. Libraries should monitor question transactions, especially after software changes. Libraries also should consider how the placement of chat widgets changes the quantity and nature of questions and train staff appropriately.

This study examines transcripts across a longer time span than previous studies. It is unique in its examination of virtual reference widgets embedded in proprietary databases and link resolvers.

For student reference supervisors and trainers, it is crucial to understand the characteristics of the millennial worker and how we can effectively train student reference employees in virtual reference. The purpose of this paper is to present best practices for training the millennial generation of reference workers on virtual reference.

This paper is a combination of a case study and theoretical approach including a literature review of “computer mediated communication” (CMC) theory as well as Reference and User Services Association (RUSA) best practices. This paper describes the creation of a training manual for the millennial student who works in reference and are the primary respondents to instant messaging.

This project describes why it is necessary to train millennial student reference employees differently than librarians or paraprofessionals when dealing with virtual reference.

This paper presents practical training techniques that are grounded in two major communication theories: politeness theory and CMC theory and applies these theories to the practical training of the millennial student.

The library atmosphere is a very social one with several different types of communication methods. Many academic libraries use student employees to staff some of the high traffic public service points. In order to better treat our patrons and maintain a professional atmosphere, it is critical that we train students to leave behind their student mentality when working and to become more professional. It is a question of re‐conditioning the student employee from their more comfortable social methods of communication to that of what patrons expect.

This paper presents the benefits of having a specific training approach when supervising the millennial student reference worker, particularly when it comes to training for instant messaging/chat reference services.