Get 20M+ Full-Text Papers For Less Than $1.50/day. Start a 14-Day Trial for You and Your Team.

Learn More →

Can I help you? Implementing an IM service

Can I help you? Implementing an IM service Purpose – The purpose of this paper is to report the results of a case study evaluating the introduction of an instant messaging (IM) reference service. Design/methodology/approach – During November 2006, an IM chat service was introduced at the University of Teesside in the UK. A review of the literature informed the introduction of the new service. An evaluation of the service, based on usage statistics and impressions from staff and students, has been taking place. Findings – The paper finds that it is possible to set up an IM service without the need for the purchase of hardware or software. There have been some issues fitting the IM service into the existing range of help services, and there are concerns about the relatively small number of queries, although usage of the service is growing. But users of the service have been delighted with it. Research limitations/implications – The IM chat service has been in operation for only four hours per day, Monday to Friday, with limited marketing of the service. It is not known how much more popular a more extensive service would be. Practical implications – The authors believe that the University of Teesside has introduced a quick and easy way for students to communicate with them, and recommend that other libraries consider IM‐based services. Originality/value – There is a shortage of publications that report the results of the use of IM for chat, especially in the UK. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png The Electronic Library Emerald Publishing

Can I help you? Implementing an IM service

The Electronic Library , Volume 26 (4): 15 – Aug 8, 2008

Loading next page...
 
/lp/emerald-publishing/can-i-help-you-implementing-an-im-service-qTz2t69cEp
Publisher
Emerald Publishing
Copyright
Copyright © 2008 Emerald Group Publishing Limited. All rights reserved.
ISSN
0264-0473
DOI
10.1108/02640470810893774
Publisher site
See Article on Publisher Site

Abstract

Purpose – The purpose of this paper is to report the results of a case study evaluating the introduction of an instant messaging (IM) reference service. Design/methodology/approach – During November 2006, an IM chat service was introduced at the University of Teesside in the UK. A review of the literature informed the introduction of the new service. An evaluation of the service, based on usage statistics and impressions from staff and students, has been taking place. Findings – The paper finds that it is possible to set up an IM service without the need for the purchase of hardware or software. There have been some issues fitting the IM service into the existing range of help services, and there are concerns about the relatively small number of queries, although usage of the service is growing. But users of the service have been delighted with it. Research limitations/implications – The IM chat service has been in operation for only four hours per day, Monday to Friday, with limited marketing of the service. It is not known how much more popular a more extensive service would be. Practical implications – The authors believe that the University of Teesside has introduced a quick and easy way for students to communicate with them, and recommend that other libraries consider IM‐based services. Originality/value – There is a shortage of publications that report the results of the use of IM for chat, especially in the UK.

Journal

The Electronic LibraryEmerald Publishing

Published: Aug 8, 2008

Keywords: Communication technologies; Library users; Reference services

References

You’re reading a free preview. Subscribe to read the entire article.


DeepDyve is your
personal research library

It’s your single place to instantly
discover and read the research
that matters to you.

Enjoy affordable access to
over 18 million articles from more than
15,000 peer-reviewed journals.

All for just $49/month

Explore the DeepDyve Library

Search

Query the DeepDyve database, plus search all of PubMed and Google Scholar seamlessly

Organize

Save any article or search result from DeepDyve, PubMed, and Google Scholar... all in one place.

Access

Get unlimited, online access to over 18 million full-text articles from more than 15,000 scientific journals.

Your journals are on DeepDyve

Read from thousands of the leading scholarly journals from SpringerNature, Wiley-Blackwell, Oxford University Press and more.

All the latest content is available, no embargo periods.

See the journals in your area

DeepDyve

Freelancer

DeepDyve

Pro

Price

FREE

$49/month
$499/year

Save searches from
Google Scholar,
PubMed

Create folders to
organize your research

Export folders, citations

Read DeepDyve articles

Abstract access only

Unlimited access to over
18 million full-text articles

Print

20 pages / month