IM a Librarian: Extending Virtual Reference Services through Instant Messaging and Chat Widgets

Abstract

The article focuses on the findings of a trial of a multi-protocol Instant Messaging (IM) platform with a web-based IM chat widget for the Live Help service of Novanet, a consortium consisting of university and community college library systems in Nova Scotia. As part of the study, Live Help accounts were created with four major IM services, namely, AIM, MSN, Google Talk and Yahoo Messenger. Survey results reported a high level of patron satisfaction and preference for the IM service, particularly the IM widget, as well as service provider feedback.