From IM to collaboration: Providing virtual reference services at a medium-sized institution

College and Undergraduate Libraries

Volumn 13, Issue 4, 2007, Pages 75-95

  Summey, Terri Pedersen ^a   Akers, Cynthia ^a  

^a EMPORIA STATE UNIVERSITY   (United States)

Author keywords

Academic libraries; Chat reference; Collaboration; Distance library services; Instant messenger; Reference services; Virtual reference

Indexed keywords

EID: 34047259838     PISSN: 10691316     EISSN: 15452530     Source Type: Journal    
DOI: 10.1300/J106v13n04_06     Document Type: Article

References (17)

1. Brobowsky, T., L. Beck, and M. Grant. 2002. The chat reference interview: Practicalities and advice. The Reference Librarian 89/90:179-191.
2. Burich, N. J., and F. A. Devlin. 2004. HawkHelp: From chat to a student services portal. Internet Reference Services Quarterly 9:81-98.
3. Coffman, S. 2001. Distance education and virtual reference: Where are we headed? Computers in Libraries, April, 20-25.
4. DeGroote, S., J. L. Dorsch, S. Collard, and C. Scherrer. 2005. Quantifying cooperation: Collaborative digital reference service in the large academic library. College & Research Libraries 66:436-454.
5. Devlin, F., N. Burich, M. Stockham, T. Summey, and E. Turtle. 2006. Getting beyond institutional cultures: When rivals collaborate. In 12th Off Campus Library Services Conference Proceedings, Savannah, Georgia, 2006.
6. Foley, M. 2002. Instant messaging reference in an academic library: A case study. College & Research Libraries 63:36-45.
7. Hansen, E. 2004. KANAnswer pilot project assessment. http://skyways.lib. ks.us/KSL/KLNB/KANAnswerWeb/KANAnswerProjectAssessmentWeb.htm.
8. Hansen, E. 2005. KANAnswer chat statistics, 2003-2005 summary. Document provided to KANAnswer Operators Steering Committee in meeting on October 14, 2005 held at Washburn University, Mabee Library.
9. Janes, J., D. Carter, and P. Memmott. 1999. Digital reference services in academic libraries. Reference and User Services Quarterly 39:145-150.
10. Reference and User Services Association, American Library Association. 2004. Guidelines for implementing and maintaining virtual reference services. http://www.ala.org/ala/rusa/rusaprotools/referenceguide/virtrefguidelines.htm.
11. Stockham, M., E. Turtle, and E. Hansen. 2003. KANAnswer: A collaborative state-wide virtual reference pilot project. The Reference Librarian 79/80:257-266.
12. Stockham, M., and E. Turtle. 2002. Virtual. Reference Pilot Project Assessment: Final Evaluation for FY2002 LSTA Technology Grant Program.
13. Sweeney, R. T. 2005. Reinventing library buildings and services for the millennial generation. Library Administration and Management 19:165-175.
14. Tenopir, C. 2001. Virtual reference services in a real world. Library Journal, July, 38-40.
15. Tenopir, C., and L. A. Ennis. 2001. Reference services in the new millennium. Online, July-August, 40-45.
16. Ward, D. 2005. Why users choose chat: A survey of behavior and motivations. Internet Reference Services Quarterly 10:29-46.
17. Woodard, B. S. 2005. One-on-one instruction: From the reference desk to online chat. Reference & User Services Quarterly 44:203-209.