AskNow Instant Messaging: innovation in virtual reference
Article
Davis, Kate. 2007. "AskNow Instant Messaging: innovation in virtual reference." Australian Library Journal. 56 (2), pp. 152-174. https://doi.org/10.1080/00049670.2007.10722392
| Article Title | AskNow Instant Messaging: innovation in virtual reference |
|---|---|
| ERA Journal ID | 10638 |
| Article Category | Article |
| Authors | Davis, Kate |
| Journal Title | Australian Library Journal |
| Journal Citation | 56 (2), pp. 152-174 |
| Number of Pages | 13 |
| Year | 2007 |
| Place of Publication | United Kingdom |
| ISSN | 0004-9670 |
| Digital Object Identifier (DOI) | https://doi.org/10.1080/00049670.2007.10722392 |
| Web Address (URL) | https://www.tandfonline.com/doi/abs/10.1080/00049670.2007.10722392 |
| Abstract | In late 2006, the National Library of Australia implemented a trial Instant Messaging service that ran in parallel with the AskNow chat reference service for a six month period. The trial was a resounding success, proving both a demand for an IM service and the suitability of the medium for reference service provision in a collaborative environment. The trial also allowed the collection of a significant body of data on user expectations, librarian experience and the nature of enquiries. This article begins by introducing the concept of IM and discusses the impetus for its use as a channel for reference service provision. It presents and analyses data collected from user surveys, session transcripts, usage statistics, staff surveys and other staff feedback mechanisms, and explores the issues arising from the data analysis. The article concludes by discussing the IM system architecture that the NLA is currently developing, which will allow the Library to move forward with an ongoing IM service. © 2007 Taylor & Francis Group, LLC. |
| Contains Sensitive Content | Does not contain sensitive content |
| Public Notes | There are no files associated with this item. |
| Byline Affiliations | University of Queensland |
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