Full Record – Author

Ref Type: Journal Article

Authors: Steiner,Sarah K., Long,Casey M.,

Title: What are we afraid of? A survey of librarian opinions and misconceptions regarding instant messenger

Publication Full: The Reference Librarian

Year: 2007 Volume: 47 Issue: 97

Start Page: 31 Other Pages: 50

Descriptors: INSTANT messaging, ELECTRONIC reference services (Libraries), SURVEYS, LIBRARIES, CUSTOMER services, STATISTICS, ERRORS, Popular, real-time reference, survey, Virtual reference service,


Buzz about instant messaging (IM) customer service is becoming louder, both inside and outside the library field. In general, librarian opinions of IM are mixed and at times even combative. A survey was distributed to gather librarians' opinions of the usefulness of IM as compared to its feature-rich yet difficulty-prone sibling, commercial chat. Through detailed statistical analysis, this article provides an overview of trends in and opinions of IM reference, and offers analysis of its present and future in libraries. [ABSTRACT FROM AUTHOR]; Copyright of Reference Librarian 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; Steiner, Sarah K. 1; Email Address: ssteiner@gsu.edu; Long, Casey M. 2; Email Address: clong@gsu.edu; Affiliations: 1: Learning Commons Librarian, Georgia State University, University Library, 100 Decatur Street SE, Atlanta, GA 30303 2: Business Librarian, Georgia State University, University Library, 100 Decatur Street SE, Atlanta, GA 30303 Source Info: 2007, Vol. 47 Issue 97, p31; Thesaurus Term: INSTANT messaging; Thesaurus Term: ELECTRONIC reference services (Libraries); Thesaurus Term: SURVEYS; Thesaurus Term: LIBRARIES; Subject Term: CUSTOMER services; Subject Term: STATISTICS; Subject Term: ERRORS, Popular; Author-Supplied Keyword: instant messaging; Author-Supplied Keyword: real-time reference; Author-Supplied Keyword: survey; Author-Supplied Keyword: Virtual reference service; Number of Pages: 20p. Document Type: Article

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Retrieved Date:January 1, 1970

Editors: NULL

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Publisher: Haworth Press

Place Of Publication: NULL

Issn Isbn: 2763877