What are they asking and when are they asking it? Usage Patterns of an AOL Instant Messenger Chat Reference Service

by Andrews, Kristin W.

This study analyzes the usage patterns of the AOL Instant Messenger chat reference service provided by the R.B. House Undergraduate Library at the University of North Carolina at Chapel Hill for the first year of service (June 2003 to May 2004). Transcripts were examined to determine the types of questions asked and the number of questions per transaction. The Undergraduate Library's statistics were also examined to determine what months, days of the week, and hours the service was used most. The author makes recommendations to modify the staffing patterns on Sunday and during the evening shifts, and makes recommendations for further study that would guide the library in continuing to improve the service, as well as add to the literature on AOL Instant Messenger-type services.