AN ANALYSIS OF INFORMATION LITERACY INSTRUCTION IN THE VIRTUAL REFERENCE SERVICE OF A PUBLIC LIBRARY SYSTEM

by Hull, Christina M.

This study describes a content analysis of virtual reference transcripts taken from the Charlotte Mecklenburg County Public Library virtual reference service. The analysis was performed in order to determine whether and how information literacy instruction is performed in the virtual reference setting. A codebook of instances of instruction was used to identify occurrences of information literacy instruction in the transcripts.

Ninety-one chat sessions out of 104 demonstrated instances of information literacy instruction. The majority of this instruction involved the finding and retrieval of information. Little instruction dealt with the use of information once retrieved. Most instruction in this setting seems to happen implicitly, as the librarian performs a search or uses a source. The study indicates that, while instruction is occurring in the virtual setting, many more opportunities to offer instruction exist and should be explored.