Instant messaging reference : a practical guide

Virtual reference is a vital component in twenty-first century reference service and the time for debate over its virtues and necessity has passed. This book focuses on the practical implementation of instant messaging (IM), including privacy and security and its future potential. Targeting busy practitioners who are looking for comprehensive answers about instant messaging in particular, rather than virtual reference in general, this book addresses questions from the basics of what IM is and how it operates to the more complicated issues such as privacy and security to its future potential as a strong candidate in the virtual reference arena. Exclusively focused on instant messaging reference services Provides practical information about starting and running a successful instant messaging reference service Includes significant background information and in-depth discussion of the broader issues raised by instant messaging and instant messaging reference Content: Front matter , Pages i-iii Copyright , Page iv List of figures and tables , Pages ix-xi About the authors , Pages xiii-xiv Acknowledgements , Pages xv-xvi List of acronyms , Pages xvii-xviii 1 - Introduction , Pages 1-5 2 - Virtual reference: an overview and brief history , Pages 1-19 3 - IM basics , Pages 27-42 4 - Basic IM reference - set-up and use , Pages 43-79 5 - Conducting the IM reference interview , Pages 81-98 6 - Managing patron expectations and staff attitudes , Pages 99-117 7 - Evaluating/updating service , Pages 119-126 8 - Taking your service to the next level: widgets, enterprise IM and collaborative IM , Pages 127-161 9 - Issues with IM reference , Pages 163-191 10 - Promoting your IM reference service , Pages 193-199 Bibliography , Pages 201-206 Index , Pages 207-213 Virtual reference is a vital component in twenty-first century reference service, and the time for debate over its virtues and necessity has passed. This book focuses on practical implementation of instant messaging (IM) as one tool for delivering virtual reference service. Targeting busy practitioners who are looking for comprehensive answers about instant messaging in particular, rather than virtual reference in general, this book addresses questions from the basics of what IM is and how it operates to the more complicated issues such as privacy and security to its future potential as a strong candidate in the virtual reference arena Virtual reference is a vital component in 21st century reference service and the time for debate over its virtues and necessity has passed. This title focuses on the practical implementation of instant messaging (IM) as one tool for delivering virtual reference service Rachel Bridgewater And Meryl B. Cole. Includes Bibliographical References (p. 201-206) And Index.