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Direct linkMeulemans, Yvonne Nalani; Carr, Allison; Ly, Pearl – Journal of Library & Information Services In Distance Learning, 2010
Reference service via instant messaging (IM) has significant potential to benefit distance learners. There has been wide experimentation with IM to expand reference services in libraries across the US, with mixed results. Concern has been expressed that IM cannot provide the same reference experience as face-to-face interactions. One academic…
Descriptors: User Satisfaction (Information), Academic Libraries, Reference Services, Synchronous Communication
