Instant messaging, virtual reference, reference services, chat, academic libraries, Trillian
Binghamton University Libraries implemented an IM reference service using the Trillian client to monitor multiple IM accounts at two distinct reference service points. This paper addresses the process and practical considerations of implementing the service including selection of the appropriate software, creation of IM accounts for each service, development of a staffing schedule, and training of reference staff. Also included is an outline of future plans for improving IM services for students and academic library users.
Brown, E., Maximiek, S., & Rushton, E. E. (2007). Connecting to students: Launching instant messaging reference at Binghamton University. College & Undergraduate Libraries, 13(4), 31-42.
Maximiek, Sarah; Brown, Elizabeth; and Rushton, Erin, "Connecting to Students: Launching Instant Messaging Reference at Binghamton University." (2007). Library Scholarship. 6.