Search

Reports the expansion of the digital reference services of libraries in the United States. Features of instant messaging reference systems; Offer of digital reference through electronic mail and online Web form; Implementation of a Web site search categorizing results by resource types.

Instant messaging (IM) reference is gaining in popularity but still faces resistance. Some librarians agree with some researchers in the field of computer-mediated communications (CMC) that it can never approach the complexity of face-to-face communication, and is therefore an unsuitable medium for reference. Librarians in face-to-face reference use nonverbal communication skills such as a welcoming expression and an interested tone of voice to encourage patrons to approach the desk and discuss their topic; they also interpret the nonverbal cues of patrons. This analysis of online reference conversations shows how online skills can substitute for many of these nonverbal cues. Some skills are unique to computer-mediated communication while others involve written language skills to encourage exploration of the topic, increase clarity, demonstrate approachability and empathy, and instruct. The study illustrates communication problems and solutions using actual conversations, giving particular attention to the reference interview. [ABSTRACT FROM AUTHOR]

Presents information on a study that analyzed the search engine logs of the Web site of the Morris Library at Southern Illinois University-Carbondale to discover how patrons used the site search. Methodology of the study; Results and discussion on the study; Conclusions.