Best Practices in Chat Reference Used by Florida's Ask a Librarian Virtual Reference Librarians

Abstract

Chat reference has presented a unique set of problems for reference librarians. Lacking the visual and auditory cues of face-to-face or telephone reference interactions, librarians providing service for the virtual desk have developed digital techniques and resourceful maneuvers to help them navigate this new frontier. Still, many chat librarians find it difficult to conduct a meaningful transaction using just words, software components, and a mastery of online resources. Technical and communication problems further complicate their efforts. However, virtual reference librarians are rising to the occasion and engaging in exemplary chat transactions that conform to the highest standards of service.

KEYWORDS:

• chat reference
• non-intrusive chat reference study
• reference interview
• virtual reference librarian survey
• chat reference communication problems
• chat transcripts
• chat reference technical problems