[WEB4LIB] RE: Chat for reference service?

[Richard Wiggins]

At my institution, I was directed in 1996 to implement real-time chat as an
option for patrons, among other modes of connection (fill-in Web form,
e-mail, and of course telephone).

At the time, I argued vehemently against use of a chat room.  I believe
real-time text-mode chat is an extremely inefficient mode of communication. 
People type at about the speed of a 110 baud connection.  Admittedly, I've
wasted many hours of my life since the 1970s doing real-time chats on
various systems, but I still think one can conduct a far more efficient
reference interview over the telephone than over real-time chat.

I lost that battle at my institution, and I doubt this message will dissuade
anyone else from implementing real-time chat as a reference medium.   The
lure of the chat siren is apparently too powerful.  But let me point out
from real experience one specific shortcoming of anonymous IRC as your
chosen tool: people tend to float into the chat room and spew out typical
chat-room chatter: flirting at best, vulgar abuse at worst.  Some sort of
queuing scheme that leads to an Instant Message two-way conversation is
better than an open chat room.

Caveat chatter.

/rich



------Original Message------
From: "Drew, Bill" <drewwe at morrisville.EDU>
To: Multiple recipients of list <web4lib at webjunction.org>
Sent: April 5, 2000 5:30:52 PM GMT
Subject: [WEB4LIB] RE: Chat for reference service?


I am currently getting results of a survey I posted here about a week ago.
I will post the results in a couple of weeks.

-----
Wilfred (Bill) Drew
Associate Librarian, Systems and Reference
SUNY Morrisville College Library
drewwe at morrisville.edu
Home: http://www.morrisville.edu/~drewwe
Not Just Cows: http://www.morrisville.edu/~drewwe/njc/
Library: http://www.morrisville.edu/library/
Have Laptop -- Will Travel.

Richard Wiggins
Consulting, Writing & Training on Internet Topics
www.netfact.com/rww         wiggins at mail.com
517-349-6919 (home office)  517-353-4955 (work)  
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