AskNow Instant Messaging: innovation in virtual reference

Davis, Kate (2007) AskNow Instant Messaging: innovation in virtual reference. Australian Library Journal, 56(2), pp. 152-174.

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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.

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ID Code: 47534
Item Type: Journal Article
Refereed: Yes
DOI: 10.1080/00049670.2007.10722392
ISSN: 0004-9670
Divisions: Past > QUT Faculties & Divisions > Faculty of Science and Technology
Past > Schools > Information Systems
Deposited On: 23 Oct 2013 00:04
Last Modified: 02 Dec 2013 03:56

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