Chat Reference: One University’s Experience
Document Type
Book Contribution
Publication Date
1-1-2013
Description
Chat reference is becoming prevalent in academic libraries across the country. This paper details the experience of East Tennessee State University’s Sherrod Library when initiating such a service at their institution during the 2001-2002 academic year, which began as a response to the addition of a new online degree program in the state. Software selection, staff training, management issues, and statistical data are presented. Data analyzed includes use patterns, types of questions, and categories of users. The paper details librarians’ reactions to providing reference services in this format, including the problems encountered. It also offers suggestions for a more successful implementation.
Citation Information
Campbell, Kathy A.; Jones, Marie F.; and Shuttle, Jerry. 2013. Chat Reference: One University’s Experience. Digital Reference Services. Vol.9781315863429 297-310. https://doi.org/10.4324/9781315863429 ISBN: 9781315863429