2007 Awards for Excellence

Citation

(2007), "2007 Awards for Excellence", Reference Services Review, Vol. 35 No. 3. https://doi.org/10.1108/rsr.2007.24035caa.001

2007 Awards for Excellence

Dr Ilene F. Rockman Award

In memoriam and in recognition of Dr Ilene F. Rockman, Editor of Reference Services Review 1985-2005. Dr Rockman was a tireless advocate for integrating information literacy into the higher education curriculum. She was active nationally and locally as a speaker, author, and consultant. She held leadership positions within the American Library Association, the Association of College and Research Libraries (ACRL, and its California chapter), and the Reference and User Services Association. The following article was selected for this year’s Outstanding Paper Award for Reference Services Review ‘‘Instruction via chat reference: does co-browse help?’’ Stephanie J. Graves Christina M. Desai Morris Library, Southern Illinois University, Carbondale, Illinois, USA

Purpose – The purpose of this research is to determine whether instruction would be welcomed by instant messaging (IM)/chat users, whether instruction is possible in this medium, whether it can be effectively provided, and if the use of co-browsing enhances learning.

Design/methodology/approach – Two studies were conducted in which IM/chat reference transcripts were analyzed and patron surveys collected. This research paper compares results from these studies, the first based on use of text-only IM software, the second using commercial chat software with a co-browse feature.

Findings – Findings indicate that patrons welcome instruction, whether they ask for it or not, and are satisfied with chat/IM as an instructional medium. Librarians usually provide instruction, though they are more likely to do so if patrons ask for it, directly or indirectly. Co-browsing was used little and did not increase the amount of instruction provided. Patron question format had an impact on the likelihood of co-browsing. Despite a high rate of technical difficulties, co-browsing was very well received by survey respondents. Practical implications – Findings suggest more training on the importance of instruction in virtual reference is needed.

Originality/value – Providing instruction via reference is an established practice at the physical reference desk, yet few studies of instruction in virtual reference have been conducted and none on cobrowsing as an instructional tool. This study addresses the need for research on instruction in the virtual reference environment.

Keywords: Information literacy, Library instruction, Reference services

www.emeraldinsight.com/10.1108/00907320610685300

This article originally appeared in Reference Services Review, Volume 34 Number 3, 2006, pp. 340-47