Document Type

Article

Publication Date

2003

Publication Title

Internet Reference Services Quarterly

Volume

8

Issue

4

First page number:

11

Last page number:

25

Abstract

In the last few years, chat reference services have been implemented by public, college and university libraries. One important aspect of the chat reference service is library staff training. Literature shows that this is a vital step in offering a chat reference service. Library staff need to be well-trained in areas of chatting, reference interviewing in a digital environment and using electronic resources, such as the Internet and databases. This article discusses the chat reference training program at the University of Nevada, Las Vegas. The following text provides an outline for establishing a chat training program including planning, organization, implementation and assessment. Areas of discussion include the chat reference interview, chatting and patron management techniques.

Keywords

Academic libraries; Chat reference; Library staff training programs; Online reference; Professional development

Disciplines

Library and Information Science

Language

English

Identifier

DOI: http://dx.doi.org/10.1300/J136v08n04_02

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