Benutzersupport via Chat: Ein Praxis- und Erfahrungsbericht der HeBIS-Verbundzentrale.

The article discusses a field report on providing support to users of the library system in Hesse, Germany, on online chat. The goal was to make the database and search engine more user-friendly and to meet the users´ demand for a search tool like Google. Other topics mentioned include statistics on how library users use new media, the role of QuestionPoint Widgets, and how libraries can use social media networks.