Chat References in “Big 12” and ARL Libraries: An Analysis of Training, Policy, and Guidelines

Abstract

Public and internal library chat policies serve to set expectations for library patrons, as well as the library professionals who provide chat reference. These policies, or their absence, shape how academic libraries train for and assess their chat services, as well as how they provide chat instruction. In a post-pandemic environment, academic librarians can expect increasing use of distance services including chat reference. This case study reviews the public chat policies of “Big 12” and Association of Research Libraries (ARL) libraries across 12 categories. It also reviews the chat transcripts of two subject librarians from August 2017 through May 2018 and again from March 2020 through December 2021, the latter coinciding with the height of the COVID-19 pandemic. This study provides a look at the purposes and efficacy of internal and public chat reference policies.

Keywords:

• Virtual reference
• VR
• chat services
• chat policies
• chat training
• Ask-a-Librarian
• humanistic principles
• compassionate computing

Acknowledgements

We would like to extend our appreciation and thanks to our current head of department, Donell Callender, and our colleague librarians who editorially contributed to this work. We also want to thank everyone at the “Big 12” and ARL libraries who responded to our survey.

Disclosure statement

No potential conflict of interest was reported by the author(s).

Additional information

Notes on contributors

Joshua Salmans

Joshua Salmans (he/him) is the Outreach & Engagement Librarian at Texas Tech University. He earned a MLIS from the University of South Carolina and a Bachelor of Arts in Interdisciplinary Studies from North Greenville University. His research interests include library pedagogy, outreach programming, and integration of equity and diversity measures in library services.

Ian Barba

Ian Barba is the Student Success Librarian and liaison to the Classical & Modern Languages & Literatures Department and the English Department. He studied at the University of North Texas, where he completed his MS degree in Library & Information Science . Since joining the Texas Tech University Libraries in 2009, he has focused on improving library services and instruction. His research interests include instructional technology, distance education, and embedded librarianship.