Librarian in Black Blog – Sarah Houghton

Sherri Vokey lets us know of an informal survey she’s doing at UNLV to see if the students who IM regularly also use the library’s web-based chat reference service.  Of the twenty responses she’s had so far,

90% of respondents currently use IM, and 90% have never used the UNLV Chat Reference service. The next question asks "if the service were offered, would you use Instant Messaging to ask a librarian for research help?" Again, 90% responded ‘yes.’

Hmm.  Can we say "point of service" and "IM"?  Like Sherri, I would say that this points to the need to get to our patrons where they already are and on their terms.  And web-based chat services, while they have served a purpose, are proving themselves to be anything but ideal in getting our services to the patrons who need them.