Moving from the Consortium to the Reference Desk: Keeping Chat and Improving Reference at the MSU Libraries

Abstract

The experience of the Mississippi State University (MSU) Libraries illustrates the challenges presented by moving from consortial to local chat, as well as an evaluation of the advantages of chat reference in an academic setting. Countering the consortial, instant-messaging model prevalent in virtual reference today, the MSU Libraries have found chat offers advantages in an academic community. Moving to a local setting, it was possible for the MSU Libraries to maintain quality control over chat transactions while building relationships with faculty and students across campus.