One session I attended at the IACRL conference was on Chat/IM reference at Illinois State University. ISU started using virtual reference through Docutec. It didn’t really take off the way they had hoped. When they switched to IM, the stats went up. They talked with focus groups to evaluate their reference services. The groups consisted of undergrads, grads on campus, and grads off campus. They had 45 participants divided into 7 groups of 5-10 students.
They asked students about their approach to research, preferred ways of seeking research assistance, what they value most in reference assistance, and their perceptions of chat or IM reference.
Results:
50% of the students used the library, either physical or virtual
There were too many databases and either too many/not enough results
Role of the professor was crucial
Use of IM:
Didn’t fit stereotype of millennial student
Used IM for social purposes
Unaware of IM and all else that the library had to offer
50% of the students knew they could use phone for reference
Some knew they could schedule an appointment
None had used chat reference
Perception of “chat” was chat room, not IM
Ideal Reference Services:
Personal librarian
Face to face or email
No automated phones
A specific person to email
ISU found that they needed to address all services promoted. Students value library as place. They wanted quiet hours and access to computers. Some students are unable to cross the digital divide. It is necessary to reach all students whatever their comfort level. It is also important to publicize all services to transfer students.
GOA9: Progress Report
2 days ago
2 comments:
It hadn't occurred to me that studetns may view chat and IM as different things. To me, they're the same. Thanks for sharing the findings. Very interesting!
I think part of this speaks to the way that all of the library services - but especially the IM/Chat service - was marketed.
This could also speak to the group of students that they surveyed. In the infancy of chat - which was when most of us started using it - Instant Message was not nearly as popular as the chat room, which is what those students may be defining.
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