Full Record – Author

Ref Type: Journal Article

Authors: Campbell,Kathy A., Jones,Marie F., Shuttle,Jerry,

Title: Chat reference: One university's experience

Publication Full: The Reference Librarian

Year: 2002 Volume: 38 Issue: 79/80

Start Page: 297 Other Pages: 309

Descriptors: College and university libraries/Reference services, Use studies/Reference services, Reference services/Automation, Sherrod Library/Reference services, Library & Information Science,


Chat reference is becoming prevalent in academic libraries across the country. This paper details the experience of East Tennessee State University's Sherrod Library when initiating such a service at their institution during the 2001-2002 academic year, which began as a response to the addition of a new online degree program in the state. Software selection, staff training, management issues, and statistical data are presented. Data analyzed includes use patterns, types of questions, and categories of users. The paper details librarians' reactions to providing reference services in this format, including the problems encountered. It also offers suggestions for a more successful implementation. Reprinted by permission of the publisher.


PD: Illustration; Table

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Retrieved Date:January 1, 1970

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Issn Isbn: 0276-3877