Title

Proactive Chat Reference: Getting in the Users’ Space

Document Type

Article

Publication Title

College & Research Libraries News

Publication Date

April 2014

Abstract

The article presents chat reference service software adopted by Grasselli Library at John Carroll University. It discusses experiences, results and termination of the use of software Trillium and Meebo for chat reference queries. It examines the adoption of software Zopim topics such as installation, impact of trigger-initiated chat and number of reference chat questions. It also compares questions from trigger-initiated chats with patron-initiated chats.

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