Full Record – Author

Ref Type: Journal Article

Authors: Taddeo,Laura, Hackenberg,Jill M.,

Title: The nuts, bolts, and teaching opportunities of real-time reference

Publication Full: College & Undergraduate Libraries

Year: 2006 Volume: 13 Issue: 3

Start Page: 63 Other Pages: 85

Descriptors: COMPUTER-assisted instruction, ELECTRONIC reference services (Libraries), REFERENCE services (Libraries), INSTANT messaging, EXPERIENTIAL learning, ACTIVE learning, ACTIVITY programs in education, UNITED States, chat reference, digital reference, information literacy, library instruction, online reference, real-time reference, Virtual reference,


Since the implementation of its instant messaging reference service in the 2000–2001 academic year, the librarians at the University at Buffalo (UB) have succeeded in creating a vital presence for virtual reference. The Instant Librarian chat service, open 57 hours per week during the fall and spring semesters, supplements the traditional face-to-face and e-mail reference services available at UB. Real-time reference using AOL Instant Messenger addresses the expectations of a well-informed population of UB users comfortable with the conveniences enjoyed via the Internet, such as tile sharing and instant messaging. Librarians at UB use Instant Librarian to their advantage by employing active learning techniques, while answering both simple and complex questions. A chat session is a unique way to reach a patron who normally would not come into the library for help. In the chatroorn, the librarian Creates a positive teaching environment, prompting repeat visits and even in-person follow-up research consultations. This paper describes the nuts and bolts of UB's chat reference service and illustrates ways UB librarians attempt to incorporate teaching strategies within the online environment. The first section discusses issues such as staff training, technology/software problems, marketing/publicity matters, and the methodology and purpose of a user survey. The second section addresses the instruction element of UB's Instant Librarian. Librarians take advantage of the online environment to promote self-directed learning. The paper also includes a literature review highlighting published articles, hooks, and surveys that examine the significant facets of a real-time reference service. [ABSTRACT FROM AUTHOR]; Copyright of College & Undergraduate Libraries 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; Taddeo, Laura 1; Email Address: ltaddeo@buffalo.edu; Hackenberg, Jill M. 2; Email Address: jmh7@buffalo.edu; Affiliations: 1: English Subject Specialist, Arts & Sciences Libraries, University at Buffalo, Buffalo, NY 14260 2: Computer Science Subject Specialist and Coordinator of Instant Librarian, University at Buffalo, Buffalo, NY 14260 Source Info: 2006, Vol. 13 Issue 3, p63; Thesaurus Term: COMPUTER-assisted instruction; Thesaurus Term: ELECTRONIC reference services (Libraries); Thesaurus Term: REFERENCE services (Libraries); Thesaurus Term: INSTANT messaging; Subject Term: EXPERIENTIAL learning; Subject Term: ACTIVE learning; Subject Term: ACTIVITY programs in education; Subject Term: UNITED States; Author-Supplied Keyword: chat reference; Author-Supplied Keyword: digital reference; Author-Supplied Keyword: information literacy; Author-Supplied Keyword: library instruction; Author-Supplied Keyword: online reference; Author-Supplied Keyword: real-time reference; Author-Supplied Keyword: Virtual reference; Number of Pages: 23p; Illustrations: 2 graphs. Document Type: Article

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Retrieved Date:January 1, 1970

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Publisher: Haworth Press

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Issn Isbn: 10691316