Be my buddy: IM and the future of virtual reference

Davis, Kate (2008) Be my buddy: IM and the future of virtual reference. In VALA2008 14th Biennial Conference and Exhibition : Libraries / Changing Spaces, Virtual Places, 5-7 February 2008, Melbourne Convention and Exhibition Centre, Victoria, Australia.

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In 2006, the administrators of the Australian virtual reference service, AskNow, entered the Instant Messaging (IM) arena. One of the first large scale, collaborative IM services in the world, the AskNow IM trial provided a unique opportunity to prove IM virtual reference as a concept, as well as to test the technology itself. This paper will discuss the rationale and impetus for the trial, explore the successes and stumbling blocks encountered during the establishment and evolution of the trial and the service model, examine the lessons learnt throughout the trial, and conclude by discussing the way forward for IM services and virtual reference.

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ID Code: 47444
Item Type: Conference Paper
Refereed: Yes
Additional URLs:
Divisions: Past > QUT Faculties & Divisions > Faculty of Science and Technology
Past > Schools > Information Systems
Deposited On: 02 Dec 2011 00:19
Last Modified: 22 Oct 2013 23:15

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