Marianne Foley
Instant Messaging Reference in an Academic Library: A Case Study
academic libraries offer form digital reference service email web forms many libraries moving toward almostimmediate form digital reference instant messaging 20002001 academic year general libraries university buffalo conducted pilot project assess feasibility providing reference instant messaging libraries used popular chat room format america online instant messenger software article describes project implementation software used staffing issues publicity efforts also discusses results project terms user demographics satisfaction levels usage statistics patron comments librarian feedback finally article offers conclusions offering instant messaging reference large academic library