This document discusses virtual reference services (VRS) in libraries, including common types like email, web forms, chat, and instant messaging. It provides examples of libraries that have implemented chat widgets like Meebo Me and analyzes the results, such as increased questions but shorter transaction times. The conclusion is that VRS helps libraries meet patron needs and younger generations are attracted to libraries' reference services through VRS, though it also challenges librarians to broaden their skills.

1. Libraries: Reference Services in a Virtual Context Jennifer M. Pettigrew Professor Jose Sanchez LIS 17:610:550:02 December 10, 2009 [email_address]

2. Generations Online in 2009 , Pew Internet & American Life Project (p. 5) Population Internet Use Instant Messaging Ages 12 to 17 93 percent 68 percent Ages 18 and older 74 percent 38 percent

3. How do these statistics impact libraries?

8. Meebo Me AIM WIMZI

9. Plugoo Widget Pingbox

10. Benefits Drawbacks Live interaction with user (synchronous communication) Lack of visual and non-verbal cues to aid reference interaction Basic versions are Free! Only one person can log on to an account at one time Interact with multiple users in different chat windows (5 to 100 private interactions) Overwhelming/difficult to manage, esp. for individual librarian new to technology Customize widget (name, size, color) Does not automatically archive transcripts for future analysis or track usage patterns Displays status availability (online/offline) Cannot store messages if offline Users do not need to download IM software, create IM accounts, etc. (ease of use & convenience)

11. Rutgers, “Ask a Librarian”

12. Yale University Libraries, “Asklive”

14. CSUF: Results Meebo Me QuestionPoint Number of Questions 833 531 Most Common Question Type Research Assistance (40.02 percent) N/A Transaction Time 10 minutes of less (83.19 percent) 20+ minutes (66.63 percent)

16. CSUF: Libraryh31p

18. Questions or Comments?

19. References About Adium. (Updated 2009). Retrieved December 9, 2009 from Adium Wiki: http://trac.adium.im/wiki/AboutAdium About Google Talk chatback badges. (2009). Google. Retrieved December 9, 2009 from, http://www.google.com/support/talk/bin/answer.py?hl=en&answer=86171 About MSN Messenger. (2009). MSN-WindowsMessenger.com. Retrieved December 9, 2009 from, http://www.msn- windowsmessenger.com/index.htm About Pidgin. (nd). Pidgin. Retrieved December 9, 2009 from, http://pidgin.im/about/ About Plugoo. (2008). Plugoo. Retrieved December 8, 2009 from, http://www.plugoo.com/faq.php AIM. (2009). AOL LLC. Retrieved December 9, 2009 from, http://dashboard.aim.com/aim AIM WIMZI Widget. (2007). AOL LLC. Retrieved December 9, 2009 from, http://wimzi.aim.com/ AOL Mail. (nd). AOL LLC. Retrieved December 9, 2009 from, http://webmail.aol.com/Welcome.aspx?sitedomain=sns.webmail.aol.com&lang=en&locale=us&authLev=0&siteState=ver%3a4|r t%3aSTANDARD|at%3aSNS|ld%3awebmail.aol.com|uv%3aAOL|lc%3aen- us|mt%3aAOL|snt%3aScreenName|sid%3aa8bd558c-ec21-466c-86af-dec77efa8c90&offerId=mail-first-en-us&seamless=novl Arnold, J. & Kaske, N. (2005). Evaluating the Quality of a Chat Service. Libraries and the Academy, 5 (2), 177-193. Retrieved from http://muse.jhu.edu/journals/portal_libraries_and_the_academy/v005/5.2arnold.html Bell, S.J. & DeVoe, K.M. (2008). Chat Widgets: Placing Your Reference Services at Your User’s Point(s) of Need. The Reference Librarian, 49 (1), 99-101. doi:10.1080/02763870802103936 Breitbach, W., Mallard, M., & Sage, R. (2009). Using Meebo’s embedded IM for academic reference services. Reference Services Review, 37 (1), 83-98. doi: 10.1108/00907320910935011 Cummings, J., Cummings, L., & Frederiksen. (2007). User Preferences in Reference Services: Virtual Reference and Academic Libraries. Libraries and the Academy, 7 (1), 81-96. Retrieved from http://muse.jhu.edu/journals/portal_libraries_and_the_academy/v007/7.1cummings.html