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Ref Type: Journal Article

Authors: Kipnis,Daniel G., Kaplan,Gary E.,

Title: Analysis and lessons learned instituting an instant messaging reference service at an academic health sciences library: The first year

Publication Full: Medical Reference Services Quarterly

Year: 2008 Volume: 27 Issue: 1

Start Page: 33 Other Pages: 51

Descriptors: INSTANT messaging, ELECTRONIC mail systems, ELECTRONIC reference services (Libraries), ONLINE chat groups, MEDICAL libraries, UNIVERSITIES & colleges, INFORMATION technology, LIBRARY science, INFORMATION science, MEDICAL sciences, MEDICAL colleges, academic health sciences libraries, Ask a Librarian, case study, chat, lessons learned, usage patterns, virtual reference services,


In February 2006, Thomas Jefferson University went live with a new instant messaging (IM) service. This paper reviews the first 102 transcripts to examine question types and usage patterns. In addition, the paper highlights lessons learned in instituting the service. IM reference represents a small proportion of reference questions, but based on user feedback and technological improvements, the library has decided to continue the service. [ABSTRACT FROM AUTHOR]; Copyright of Medical 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; Kipnis, Daniel G. 1; Email Address: dan.kipnis@jefferson.edu; Kaplan, Gary E. 2; Email Address: gary.kaplan@jefferson.edu; Affiliations: 1: Senior Education Services Librarian, Thomas Jefferson University, 1020 Walnut Street, Mezzanine, Philadelphia, PA 19107 2: Information Services Librarian, Thomas Jefferson University, 1020 Walnut Street, Mezzanine, Philadelphia, PA 19107 Source Info: Spring2008, Vol. 27 Issue 1, p33; Thesaurus Term: INSTANT messaging; Thesaurus Term: ELECTRONIC mail systems; Thesaurus Term: ELECTRONIC reference services (Libraries); Thesaurus Term: ONLINE chat groups; Thesaurus Term: MEDICAL libraries; Thesaurus Term: UNIVERSITIES & colleges; Thesaurus Term: INFORMATION technology; Thesaurus Term: LIBRARY science; Thesaurus Term: INFORMATION science; Subject Term: MEDICAL sciences; Subject Term: MEDICAL colleges; Author-Supplied Keyword: academic health sciences libraries; Author-Supplied Keyword: Ask a Librarian; Author-Supplied Keyword: case study; Author-Supplied Keyword: chat; Author-Supplied Keyword: Instant messaging; Author-Supplied Keyword: lessons learned; Author-Supplied Keyword: usage patterns; Author-Supplied Keyword: virtual reference services; Number of Pages: 19p. Document Type: Article

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Retrieved Date:January 1, 1970

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Issn Isbn: 2763869