Full Record – Author

Ref Type: Journal Article

Authors: Wells,Catherine A., Wallace,Danny P., Van Fleet,Connie,

Title: Location, location, location

Publication Full: Reference & User Services Quarterly

Year: 2003 Volume: 43 Issue: 2

Start Page: 133 Other Pages: 137

Descriptors: LIBRARIES, ACADEMIC libraries, ONLINE chat groups, INFORMATION services, LIBRARY users,


Chat reference also known as digital or virtual reference, is well established across academic libraries. Hundreds of articles have been written on the various aspects of providing and evaluating this type of service. Most software used for chat reference makes it very easy to track how the system is used. The very nature of chat reference makes it possible to evaluate the quality of reference service in ways never before possible. Several basic assumptions have been made when designing a chat interface. In 2000 Kelvin Smith Library began to consider the possibility of offering a real-time chat reference service. The service was rolled out in the fall of 2001. Due to limited library staff, the service was offered from Monday through Friday from 1 to 5 p.m. There have been no published data to date, but a scan of Web pages from libraries offering chat service indicates that most libraries place the chat button on the home page or have a special ask-a-librarian link on the home page that takes the patron to a page with a chat request button. By expanding the number of pages on which the chat request button is placed, the use of the service is increased.


M3: Article; Wells, Catherine A. 1 Wallace, Danny P. Van Fleet, Connie; Affiliation: 1: Head of Reference at Kelvin Smith Library, Case Western Reserve University, Cleveland, Ohio; Source Info: Winter2003, Vol. 43 Issue 2, p133; Subject Term: LIBRARIES; Subject Term: ACADEMIC libraries; Subject Term: ONLINE chat groups; Subject Term: INFORMATION services; Subject Term: LIBRARY users; NAICS/Industry Codes: 519120 Libraries and Archives; NAICS/Industry Codes: 516110 Internet Publishing and Broadcasting; NAICS/Industry Codes: 519190 All Other Information Services; Number of Pages: 5p; Document Type: Article

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Retrieved Date:January 1, 1970

Editors: NULL

Book Title: NULL

Series Title: NULL

Publisher: American Library Association

Place Of Publication: NULL

Issn Isbn: 10949054