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Ref Type: Journal Article

Authors: Colvin,Gloria,

Title: Florida libraries go live: A look at chat reference services

Publication Full: Internet Reference Services Quarterly

Year: 2003 Volume: 8 Issue: 2-Jan

Start Page: 107 Other Pages: 116

Descriptors: ELECTRONIC reference services (Libraries), ONLINE chat groups, ACADEMIC libraries, PUBLIC libraries, INFORMATION services, CUSTOMER services, QUALITY of service, FLORIDA, chat reference, libraries -Florida, libraries-Florida, reference services, Virtual reference,


Chat reference is quickly becoming a standard reference service in a variety of Florida libraries. This article examines the development of chat reference services in the state's academic and public libraries and compares software, staffing, and patterns of use among various libraries offering this service. Responding to the needs of the rapidly growing numbers of distance learners who needed assistance in using electronic library resources, several of the state university libraries began using commercial customer service software and developing chat reference programs in 2000. In a relatively short time other libraries have seen the need to assist their online users and have embraced the concept. There is growing interest among libraries in the state in forming collaborative partnerships, enabling more libraries to effectively offer chat service. [ABSTRACT FROM PUBLISHER]; Copyright of Internet Reference Services Quarterly is the property of Haworth Press and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)


M3: Article; Colvin, Gloria 1; Email Address: gcolvin@mailer.fsu.edu; Affiliations: 1: Statistics and Assessement Coordinator, Florida State University Libraries, 105 Dogwood Way, Tallahassee, FL, 32306-2047. Source Info: 2003, Vol. 8 Issue 1/2, p107; Thesaurus Term: ELECTRONIC reference services (Libraries); Thesaurus Term: ONLINE chat groups; Thesaurus Term: ACADEMIC libraries; Thesaurus Term: PUBLIC libraries; Thesaurus Term: INFORMATION services; Subject Term: CUSTOMER services; Subject Term: QUALITY of service; Subject Term: FLORIDA; Author-Supplied Keyword: chat reference; Author-Supplied Keyword: libraries -Florida; Author-Supplied Keyword: libraries-Florida; Author-Supplied Keyword: reference services; Author-Supplied Keyword: Virtual reference; Number of Pages: 10p. Document Type: Article

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Retrieved Date:January 1, 1970

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Issn Isbn: 10875301