Analysis and Lessons Learned Instituting an Instant Messaging Reference Service at an Academic Health Sciences Library

Abstract

In February 2006, Thomas Jefferson University went live with a new instant messaging (IM) service. This paper reviews the first 102 transcripts to examine question types and usage patterns. In addition, the paper highlights lessons learned in instituting the service. IM reference represents a small proportion of reference questions, but based on user feedback and technological improvements, the library has decided to continue the service.

Key Words:

• Instant messaging
• virtual reference services
• Ask a Librarian
• chat
• usage patterns
• lessons learned
• academic health sciences libraries
• case study