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'Ask a Librarian' using chat/IM

Posted 10/20/2006

MADISON, Wis.—This semester, the UW-Madison Libraries have added a new tool to its information arsenal. In addition to contacting a librarian in person, by telephone and through e-mail, students, faculty and staff can now obtain reference help by using their preferred instant messaging (IM) client or generic chat software. 

As part of the redesign of the libraries' Web site, an "Ask a Librarian" link now appears on every page, making it easier than ever to get help—which can range from simple directional questions to advice on how to proceed with complex research queries. With an easy-to-remember URL—http://www.library.wisc.edu/ask/—the page immediately tells users if someone is available to provide instant help. Library users have two chat options:

*Log in to their own IM account (AIM, Yahoo or MS Messenger) and add library accounts (askuwlibrary, askuwlibrary2, askuwlibrary3 or askuwlibrary4) to their "buddy list." They may contact a librarian whenever one is available.

*Initiate a generic chat session based on software developed for call centers. After providing some basic information (name and e-mail), patrons can chat in real-time with a librarian.

Currently reference staff is available for the chatting options from 11 a.m.-midnight, Monday-Thursday; 11 a.m.-5 p.m., Friday; and 5 p.m.-midnight Sunday.

In its first two months, the service has already become popular. A recent poll shows more than 91 percent of users were "satisfied" or "very satisfied" with the service they received.

As one person wrote, "The librarian quickly identified the book I requested through ILL and gave me the contact information of the person who can better address my question. 'Ask a Librarian' is an expedient and efficient process to get the answer I need (or in this case, the direction to that answer)."

Another user confirmed, "Not only did [the librarian] show me where to go, but they actually did a search with me to find some sources."

According to Steve Frye, senior academic librarian and member of the team that implemented IM/Chat reference, "Reference staff are delighted at the response to the program thus far. Librarians are really trying to make it easy for everyone to get the help they need as easily as possible. We're particularly interested in reaching those new to campus who might be intimidated by the large library system at UW-Madison."

For more information about IM/chat or any of the Libraries' other reference services, visit: http://www.library.wisc.edu/ask/.

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