Use of chat and instant messaging software in real-time virtual reference service in New Zealand public and academic libraries'

Abstract

The study investigated the use of chat and instant messaging software in realtime virtual reference service in New Zealand public and academic libraries. Elements of virtual reference interview, as types of questions asked during the virtual reference process, are elicited as well as barriers and enablers of chat/instant messaging adoption and use are pinpointed. The method of enquiry the research utilises is the qualitative approach with the case study strategy. Data was collected from the documents, such as the participating libraries online internal administration policy documents for chat/instant messaging software and from the participating libraries internal administration archives documents, as saved chat/instant messaging transcripts. The research uses Katz's categories and Sears's typology of reference questions, typically asked at virtual reference desk, to elicit types of questions asked during the chat/instant messaging reference process. The overall results of this study indicate that chat/instant messaging reference services are being provided by three different libraries in New Zealand for a number of years. The libraries are operating with different software products but show a lot of similarities and share similar practices and views on such important issues of chat/instant messaging reference service as staffing, interface design, publicity and legal issues, evaluation, categories the barriers and enablers of chat/instant messaging adoption and use fall into and reference questions typology.