December 1, 2020

Article: Extending IM beyond the Reference Desk: A Case Study on the Integration of Chat Reference and Library-Wide Instant Messaging Network

Title

Extending IM beyond the Reference Desk: A Case Study on the Integration of Chat Reference and Library-Wide Instant Messaging Network

Authors

Ian Chan
Web Development Librarian, California State University San Marcos,

Pearl Ly
Access Services & Emerging Technologies Librarian, Pasadena Community College, Pasadena,

Yvonne Nalani Meulemans
Information Literacy Program Coordinator, California State University San Marcos, California

Source

Information Technology and Libraries
Vol. 31 No. 3 (2012)

Abstract

Openfire is an open source IM network and a single unified application that meets the needs of chat reference and internal communications. In Fall 2009, the California State University San Marcos (CSUSM) Library began use of Openfire and other Jive software instant messaging technologies, to simultaneously improve our existing IM-integrated chat reference software and implement an internal IM network. This case study describes the chat reference and internal communications environment at the CSUSM Library and the selection, implementation, and evaluation of Openfire. In addition, the authors discuss the benefits of deploying an integrated instant messaging and chat reference network.
About Gary Price

Gary Price (gprice@mediasourceinc.com) is a librarian, writer, consultant, and frequent conference speaker based in the Washington D.C. metro area. Before launching INFOdocket, Price and Shirl Kennedy were the founders and senior editors at ResourceShelf and DocuTicker for 10 years. From 2006-2009 he was Director of Online Information Services at Ask.com, and is currently a contributing editor at Search Engine Land.

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