Selecting an IM Aggregator for a Virtual Reference Service at UT Southwestern Medical Center Library

Abstract

Libraries can use Instant Messaging (IM) as a way of providing effective and efficient real-time assistance to patrons. Libraries can use the functionality of IM aggregators in combining messaging from various IM networks to create a virtual reference system. To accomplish this, libraries should focus on selecting the most suitable IM aggregator. This article focuses on the evaluation of the three main aggregators currently available.

KEYWORDS:

• aggregators
• Instant Messaging (IM)
• virtual reference system

Notes

Comments and suggestions should be sent to the Column Editors: Nandita Mani (E-mail: [email protected]) or Jeffrey Perkins (E-mail: [email protected]).