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Implementing instant messaging in four university libraries

Implementing instant messaging in four university libraries Purpose The purpose of this paper is to report on a project to implement a virtual reference service for the Library Consortium of New Zealand LCoNZ.Designmethodologyapproach The process of choosing the most appropriate software and implementing the service are outlined and discussed in the context of recent findings about similar services in academic libraries.Findings Because of the rapid development in social networking software and use, open source software is chosen as the most appropriate option. The overarching principle need to include a focus on enhancing the learning experience.Practical implications The lead library is able to implement the service at two sites initially, with a minimum of systems support. Improvements to the software are already planned. The main shift for the library is in how the service needs to flex to accommodate customer expectations and needs.Originalityvalue This paper examines the implementation of an instant messaging reference service in the context of online learning and student learning experience. It discusses reasons why university libraries need to keep forging online opportunities for meeting their customers' needs. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Library Hi Tech Emerald Publishing

Implementing instant messaging in four university libraries

Library Hi Tech , Volume 27 (3): 10 – Sep 4, 2009

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Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
0737-8831
DOI
10.1108/07378830910988522
Publisher site
See Article on Publisher Site

Abstract

Purpose The purpose of this paper is to report on a project to implement a virtual reference service for the Library Consortium of New Zealand LCoNZ.Designmethodologyapproach The process of choosing the most appropriate software and implementing the service are outlined and discussed in the context of recent findings about similar services in academic libraries.Findings Because of the rapid development in social networking software and use, open source software is chosen as the most appropriate option. The overarching principle need to include a focus on enhancing the learning experience.Practical implications The lead library is able to implement the service at two sites initially, with a minimum of systems support. Improvements to the software are already planned. The main shift for the library is in how the service needs to flex to accommodate customer expectations and needs.Originalityvalue This paper examines the implementation of an instant messaging reference service in the context of online learning and student learning experience. It discusses reasons why university libraries need to keep forging online opportunities for meeting their customers' needs.

Journal

Library Hi TechEmerald Publishing

Published: Sep 4, 2009

Keywords: Reference services; Social networks; University libraries

References