Full Record – Author

Ref Type: Journal Article

Authors: Davis,Kate,

Title: AskNow instant messaging: innovation in virtual reference

Publication Full: Australian Library Journal

Year: 2007 Volume: 56 Issue: 2

Start Page: 152 Other Pages: 174

Descriptors: INSTANT messaging, TECHNOLOGICAL innovations, ELECTRONIC reference services (Libraries), NATIONAL libraries, LIBRARY Web sites, INTERNET, COMPUTER software, INTERNET service providers, AUSTRALIAN Capital Territory,


In late 2006, the National Library of Australia implemented a trial Instant Messaging service that ran in parallel with the AskNow chat reference service for a six month period. The trial was a resounding success, proving both a demand for an IM service and the suitability of the medium for reference service provision in a collaborative environment. The trial also allowed the collection of a significant body of data on user expectations, librarian experience and the nature of enquiries. This article begins by introducing the concept of IM and discusses the impetus for its use as a channel for reference service provision. It presents and analyses data collected from user surveys, session transcripts, usage statistics, staff surveys and other staff feedback mechanisms, and explores the issues arising from the data analysis. The article concludes by discussing the IM system architecture that the NLA is currently developing, which will allow the Library to move forward with an ongoing IM service. [ABSTRACT FROM AUTHOR]; Copyright of Australian Library Journal is the property of Australian Library & Information Association 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; Davis, Kate 1; Email Address: davis.kate@gmail.com; Affiliations: 1: Reference Librarian, National Library of Australia Source Info: May2007, Vol. 56 Issue 2, p152; Thesaurus Term: INSTANT messaging; Thesaurus Term: TECHNOLOGICAL innovations; Thesaurus Term: ELECTRONIC reference services (Libraries); Thesaurus Term: NATIONAL libraries; Thesaurus Term: LIBRARY Web sites; Thesaurus Term: INTERNET; Thesaurus Term: COMPUTER software; Thesaurus Term: INTERNET service providers; Subject Term: AUSTRALIAN Capital Territory; Number of Pages: 23p. Document Type: Article

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Retrieved Date:January 1, 1970

Editors: NULL

Book Title: NULL

Series Title: NULL

Publisher: Australian Library & Information Association

Place Of Publication: NULL

Issn Isbn: 49670