Chat to a librarian: 21st century reference for distance learners

Abstract

Chat software as an exciting new option to support their enquiry service for distance learning students based all over the world. A trial service began in October 2000, using 'HumanClick' software. Chat Icons were displayed on appropriate web pages, which offer a direct link to a librarian, or the opportunity to send an email message if the service is not staffed at that time. Students do not have to download any software to access the service and the librarian can deal with several chat requests at the same time. The 'HumanClick' software allows the librarian to track where the enquirer is on the web site and allows them to 'push' relevant web pages to them. The trial revealed that chat has great potential for providing an alternative method of communication with students as a distance, but does require experience and patience to make the students feel comfortable with this new method. Library staff training and practice was vital to the success of interactions and it became evident that certain types of enquiry were more suited to this method than others.

Online and Distance Education for a Connected World

“…The OU experimented with automated systems to provide a 24/7 service to deal with common requests from distance learners (Payne and Bradbury, 2002) and set up 'Librarians on call', a 'chat' or 'instant messaging' service, as its research findings suggested that users prefer chat to email or the phone. The value of chat services for distance learners was identified at an early stage (Hinton and McGill, 2001) and they are now commonly available in HE libraries (Radford and Connaway, 2013).…”