Online Reference

Success Stories

IM Reference: Making the Switch

• Sherri Vokey at UNLV gets her library to switch to IM Reference [more]
• Chad Boeninger convinced his library to do a pilot project with IM Reference [more]

Software/Vendors for Web-Based Reference

If you would like to recommend a vendor, please click on the vendor below and share your opinions! (Please be sure to add your name to the recommendation so that we know it's not from a vendor.)

• Docutek VRLplus
• OCLC QuestionPoint
• LivePerson Timpani SB Contact Center
• Rakim
• Tutor.com Virtual Reference Toolkit

Software We Like for IM Reference

If you would like to recommend software, please sign your name to the recommendation so that we know it's not from a vendor. An explanation of why you like this software would be great too!

• Trillian - Multiple network program (Recommended by Meredith)
• Gaim - Open Source, multiple network (Recommended by Meredith)
• Fire - Open Source, Mac, multiple network (Recommended by Aaron)
• Adium - Open Source, Mac, multiple networks (Recommended by Aaron)

Software We Like for Other Types of Online Reference

If you would like to recommend software, please sign your name to the recommendation so that we know it's not from a vendor. An explanation of why you like this software would be great too!

• JYBE – Free co-browsing software. (Recommended by Meredith)
• Skype - Free VOIP Software (Recommended by Meredith)

Libraries Using Virtual Reference Services

Check out the LISWiki's List of libraries providing virtual reference services for a list of libraries providing Virtual Reference services of all kinds.

Curtin University Library in Australia has an SMS a Query reference service. This paper *"TXTing Librarians @ Curtin" was presented at the Information Online conferencein February 2005.

Libraries Using IM Reference

• Binghamton University- Trillian
• Carleton University (Ottawa) - MSN
• Carlisle Public Library - AIM, MSN, Yahoo
• Cass District Library - Trillian
• College of William and Mary - Trillian
• Duke University - AIM
• Fitchburg State College - AIM, MSN, Yahoo
• Franklin Pierce College (NH) - AIM, MSN, Yahoo! via Trillian
• Gallaudet - AIM
• Georgia Perimeter College - AIM, MSN, Yahoo! via Trillian
• Hackley Public Library - Trillian
• Harris Library at the Mandel School of Applied Social Sciences at Case Western Reserve University - AIM
• Homer Township Public Library - AIM
• Lansing Public Library- Trillian
• Marin County Free Library - AIM, MSN, Yahoo! via Trillian
• McMaster University - Pilot program. AIM, ICQ, Yahoo, MSN
• Moravian Theological Seminary, Reeves Library - AIM
• Morrisville State College - AIM
• Northcentral University - ICQ
• Ohio University - Trillian
• Plattsburgh State University - AIM
• Rochester Institute of Technology - Trillian
• Southern Illinois State University - Morris Messenger - AIM, ICQ
• Springfield College - Trillian
• St. Joseph County Public Library - Fire
• State University of New York at Buffalo
• Temple University - Trillian
• Thomas Ford Memorial Library - Trillian
• University of Illinois at Urbana-Champaign
• University of Maryland, Baltimore County - AIM
• University of Nevada, Las Vegas - Trillian
• University of North Carolina at Chapel Hill - Davis Library
• University of North Carolina at Chapel Hill - Undergraduate Library
• University of North Carolina at Chapel Hill - Brauer Math/Physics Library
• University of Vermont, Dana Medical Library AIM
• University of Virginia Library AIM
• Wake Forest University
• Worcester Polytechnic Institute Instant Answers@WPI - AIM

Libraries Using Jybe

• Northern Illinois University

Blogs/Websites to Watch

• ::schwagbag:: by Sherri Vokey
• Walking Paper by Aaron Schmidt
• Librarian in Black by Sarah Houghton
• Digital Reference by Stephen Francoeur
• Ask Wisconsin Librarians @ Winnefox by Joy Schwarz

Specific Blog Posts/Articles to Check Out

• Teens and Technology from the Pew Internet & American Life Project (July 2005)
• AOL Second Annual Instant Messaging Trends Survey
• IM Me by Aaron Schmidt and Michael Stephens. Featured in Library Journal in April, 2005
• Chat Reference at Morrisville State College Library by Bill Drew. Featured in Ronan, Jana, ed. Chat reference : a guide to live virtual reference services
• Virtual Reference Software Comparative Review by Jody Condit Fagan. The Charleston Advisor, April 2005, pp. 16-35.
• How Americans Use Instant Messaging from the Pew Internet & American Life Project (September 2004)
• web-based chat vs. instant messaging by Caleb at the L-net staff information blog.
• War... What is it good for? by Luke Rosenberger from lbr weblog. Post looks at the "war" between web-based virtual reference services and IM.
• Web-based chat and IM: Not "either/or" but "both/and" by Stephen Francoeur from Digital Reference.
• IM Reference: What We've Learned (Homer Township @ COLT, June 24, 2005)
• Trillian training materials - a great training for using Trillian in providing virtual reference services.