This document reports on a survey of digital reference tools and technologies used by US academic libraries. A random sample of 362 academic institution library websites were analyzed. The survey found that 47.2% of libraries provided chat reference, with LibraryH3lp and QuestionPoint being the most popular chat platforms. Instant messaging was less common, used by only 6.4% of libraries, with AOL Instant Messenger and Yahoo Messenger being the top technologies. Email was the most widely used digital reference method, with 65.7% of libraries providing a dedicated reference email address. The majority of libraries offered 1-2 digital reference options such as chat, email, or text messaging.

1. Digital Reference: A Survey Of Its Popularity As
A Reference Tool And Technologies Used By
The US Academic Libraries
IFLA 2013 SATELLITE MEETING ON INFORMATION LITERACY & REFERENCE
SERVICES, NATIONAL LIBRARY OF SINGAPORE
August 15-16, 2013
Sharon Q. Yang & Heather Dalal
Rider University
New Jersey, USA

2. Purpose of the Study
• Population-Academic libraries in North America (Canada and
the US)
• Questions
– How do they provide virtual/digital reference?
– What technologies do they use?
– Evaluation of current practice
– Any possible correlation between the digital reference and characters
of libraries and institutions?

3. Methodology
• A Random sample from 2013 Peterson’s Four-Year Colleges
• Peterson’s is considered the most comprehensive source for
colleges and universities
• Library websites of 362 out of 2583 academic institutions
• A sample of 14%
• 95% confidence level
• +5 confidence interval or error rate

4. 340 Available vs. 22 Missing
Yes, 93.9%
No, 6.1%
Library Websites in the Sample
Available 340
Missing 22
Total 362

5. 47.2% of the Libraries Provide Chat
Missing, 6.1%
No, 46.7%
Yes, 47.2%
Libraries That Provide Chat
Missing 22
No 169
Yes 171
Total 362
Chat is defined as a widget/box on embedded on a website.
Chat does not require user to have a client or account.

6. Location for Chat on the Web
Missing, 6.1%
None, 46.7%
Sub, 31.2%
Main, 16.0%
Chat Location
Missing 22
None 169
Sub 113
Main 58
Total 362

7. What Is the Best Location for Chat?
Main, 34%
Sub, 66%
Chat Location
Main 58
Sub 113
Total 171

8. Top Five Chat Programs Used
0
10
20
30
40
50
60
70
80
LibraryH3lp QuestionPoint LibChat Zoho KnowItNow24/7
Series1 71 29 22 10 7
Chat Technology

9. The most Popular Chat Technology
0
10
20
30
40
50
60
70
80
LibraryH3lp QuestionPoint LibChat Zoho KnowItNow24/7 The rest
Series1 71 29 22 10 7 41
Chat Technology

10. Who Provided Chat?
In House, 34.3%
No Chat, 46.7%
Consortia, 9.4%
Some librarians that
participate in a consortia
for after hours, 3.6%
Missing, 6.1%
Chat Provider
In House 124
No Chat 169
Consortia 34
Some librarians that participate in a
consortia for after hours 13
Missing 22
Total 362

11. Use of IM Technology
Missing, 6.1%
No, 87.6%
Yes, 6.4%
IM
Missing 22
No 317
yes 23
Total 362
Though some libraries use the words chat and instant messenger interchangeably, we
have defined instant messenger as services that require the user to have an account to
communicate. (i.e. AOL instant messenger)

12. Most Popular IM Technologies
0
2
4
6
8
10
12
14
16
Yahoo AIM Google Talk MSN IM (Instant
Messenger)
ICQ
Series1 16 15 13 10 3 2
IM Technology

13. Most Popular IM Technologies
0
2
4
6
8
10
12
14
16
Yahoo AIM Google Talk MSN IM (Instant
Messenger)
ICQ The rest
Series1 16 15 13 10 3 2 7
Chat Technology

14. How Many Libraries Provide Text?
Missing, 6.1%
No, 69.9%
Yes, 24.0%
Text
Missing 22
No 253
Yes 87
Total 362

15. Emails
17.4%
9.9%
65.7%
1.7%
5.2%
Email
Library email address present – not specific
to reference 63
No email address for either library or
reference 36
There is an email address for the reference
desk or askalibrarian 238
Only University Email 6
Missing 19
Total 362

16. How Many Types of Technologies Libraries Offer?
0
10
20
30
40
50
60
70
offer 1 offer 2 offer 3 offer 4 offer 5 Offer 6 Offer 7
Series1 46 58 70 59 29 4 0
Chat, IM, Knowledge Base, Email, Phone, Vedio Chat, Text

17. Q&A
Presenters
Dr. Sharon Yang, Associate Professor/Systems Librarian (yangs@rider.edu)
Ms. Heather Dalal, Assistant Professor/Emerging Technologies &
Instruction Librarian (hdalal@rider.edu)
Rider University, New Jersey, USA (www.rider.edu; library.rider.edu)

18. Sharon Yang & Heather Dalal
Rider University
New Jersey, USA
Q&A