Full Record – Author

Ref Type: Journal Article

Authors: Desai,Christina M., Graves,Stephanie J.,

Title: Instruction via instant messaging reference: what's happening?

Publication Full: The Electronic Library

Year: 2006 Volume: 24 Issue: 2

Start Page: 174 Other Pages: 189

Descriptors: INSTANT messaging, EDUCATIONAL technology, LIBRARY orientation, ONLINE chat groups, REFERENCE librarians, REFERENCE services (Libraries), DATA transmission systems, ELECTRONIC mail messages, INTERPERSONAL communication, Information literacy, Librarians, Reference services,


Purpose – The purpose of this study is to analyze one Instant Messaging (IM) reference service to determine to what extent instruction is or can be offered in this medium and whether patrons want or expect it. Design/methodology/approach – The authors surveyed IM patrons over a seven week period to determine whether they felt they could and did learn from chat transactions. Transcript content was analyzed to find out whether and how instruction is being offered. Findings – Results show that patrons overwhelmingly welcome instruction and that it is provided in a large majority of cases, using a variety of bibliographic instruction techniques. The way the question is phrased, however, affects the likelihood of instruction to some extent. Practical implications – The results of this study indicate that librarians should make a habit of practicing instruction in IM reference even when patrons do not appear to be asking for it. Originality/value – The relationship between instruction and virtual reference has not been fully explored in the literature. Reference and instruction librarians will benefit from this study's exploration of instruction in the IM medium. [ABSTRACT FROM AUTHOR]; Copyright of Electronic Library is the property of Emerald 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; Desai, Christina M. 1; Graves, Stephanie J. 1; Affiliations: 1: Southern Illinois University, Carbondale, Illinois, USA Source Info: 2006, Vol. 24 Issue 2, p174; Thesaurus Term: INSTANT messaging; Thesaurus Term: EDUCATIONAL technology; Thesaurus Term: LIBRARY orientation; Thesaurus Term: ONLINE chat groups; Thesaurus Term: REFERENCE librarians; Thesaurus Term: REFERENCE services (Libraries); Thesaurus Term: DATA transmission systems; Thesaurus Term: ELECTRONIC mail messages; Subject Term: INTERPERSONAL communication; Author-Supplied Keyword: Information literacy; Author-Supplied Keyword: Librarians; Author-Supplied Keyword: Reference services; Number of Pages: 16p; Illustrations: 1 chart, 2 graphs. Document Type: Article

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Retrieved Date:January 1, 1970

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Issn Isbn: 2640473