Becoming Embedded: Incorporating Instant Messaging and the Ongoing Evolution of a Virtual Reference Service |
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Authors: | Sam Stormont |
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Institution: | 1. Pennsylvania State University, Abington College , Abington, Pennsylvania, USA srs29@psu.edu |
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Abstract: | The creation of an instant messaging (IM) service is described. The challenges encountered in developing, launching, and maintaining the project are examined and include technical support, archiving, balancing different formats, privacy, assessment, training, and the effectiveness of the IM channel. The process of choosing an aggregator and a widget and redesigning the online reference services portal is explored, and best practices that evolved are identified. Useful strategies and concerns that emerged are discussed. Factors contributing to an overall increase in use are outlined and include convenience, simplicity, and reliability. |
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Keywords: | digital reference instant messaging reference reference services virtual reference |
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