THE ADVANTAGES AND DISADVANTAGES OF AOL INSTANT MESSENGER AS A CHAT REFERENCE SYSTEM

by Phillips, Meredith B.

This paper focuses on the use of AOL Instant Messenger as a chat reference system in college and undergraduate libraries. A study investigating the advantages and disadvantages of AOL Instant Messenger as a chat reference system in libraries whose primary patrons are college undergraduates was performed. This study examines AOL Instant Messenger from the perspective of the college library patrons, namely undergraduates. The usability and responsiveness of AOL Instant Messenger in a chat reference role was analyzed through thirteen think aloud interviews. Participants in the think aloud interviews asked research questions using Davis Library's Live Online Help and R.B. House Undergraduate Library's IM a Librarian services. The study finds that undergraduates prefer AOL Instant Messenger, primarily because they are familiar with the system and can easily multitask while using it.