Mainstreaming Chat

Collaborative initiatives in chat reference see steady growth, says Buff Hirko

Buff Hirko -- netConnect, 10/15/2005

Technology and economics—more connectivity and fewer funds—are converging to make collaboration increasingly attractive to libraries. At the July Collaborative Virtual Reference Symposium held in Denver, participants shared reports of success and emerging trends (see “Colorado State Library Talks Virtual Reference,” InfoTech, LJ 9/15/05, p. 25). Collaborative services, especially those with statewide focus, are experiencing increasing usage as chat becomes a mainstream reference tool for many libraries.

Collaboration offers unique opportunities. During a recent chat session, Nancy Huling, head of reference and research services at the University of Washington (UW), helped a student who needed architectural plans for a branch of Seattle Public Library (SPL). The plans were not available in UW’s collection, so Huling opened a separate chat with SPL to determine where the patron could find them. (Both libraries are part of the Sound Library Information Consortium, an email cooperative, but use different chat software providers.)

At the same time, Huling guided the student through some UW databases that provided information about Carnegie libraries. This offered one of the teachable moments that illustrate chat’s power as an information literacy tool. She cobrowsed the databases with him to demonstrate how to search successfully. In the meantime, SPL was working on his question. When the chat session concluded, Huling forwarded the transcript to SPL to share the work already done. SPL then quickly emailed the student, letting him know whom to contact and where to go. The process was seamless to the student—he had one chat conversation with a librarian and was only referred elsewhere in order to get information about making an appointment to see the architectural plans. This session exemplifies the kind of service excellence that can result from library cooperation across library types and chat software platforms.

Chat has other, less obvious benefits. Patrons with hearing problems, those for whom English is a second language, and those with questions they feel awkward asking in person often find the anonymity of chat more comfortable. One comment on a King County Library System chat survey form said, “Thank you so much. I was too shy to ask the librarian, but online they answered all my questions….” A New Jersey user noted, “I am a housebound, disabled 'house-grandmother’ and have missed contact with my favorite race of people—the librarian. This opportunity is greatly appreciated. I am ecstatic about the whole darn thing!”

Some chat questions fall into the “ready-reference” category, but chat reference providers report an increase in challenging research queries, as well as cries for help from patrons who find Internet searching both confusing and frustrating. An AskColorado customer survey response was, “I stumbled onto this resource while researching a project. I have been stumped for weeks trying to find information for this project, and now a fog has been lifted.” Chat questions asked at the Washington State Library, which averages 200 sessions per month, include, “I live in a town that is unincorporated—the community has questioned what is required of and benefits in incorporating our town.” “I would like to find a copy of a feasibility study about a state horse park that was done in the 1980s or 1990s. Can you help?” “Where will I find information regarding nonprofit organizations using raffle tickets as fundraisers?”

The backup service provided by either software vendor–employed librarians or other libraries through one of the national cooperative services also helps those who work nontraditional hours. One focus group participant at a 2002 Washington Statewide Virtual Reference Project event noted he was employed as a baker and his questions often came up at 3 a.m.

Joe Janes, associate dean for academics at the UW Information School, has noted that “the library moved beyond the wall, and most of us didn’t notice it. We got stuck in the building.” Chat makes it possible to respond to patron information needs when and where they happen. A single working father who was also a community college student reported his appreciation for receiving research help from a librarian without having to pay a babysitter or drive to the library.

Rising usage statistics, emerging trends like the percentage of chat users who are students, enthusiastic survey comments, and the ability to reach people at their time and place of need—all are indications of the positive integration of online chat into overall reference service. This is no longer a novelty but rather an important tool for meeting library users’ needs.