Real-time reference: the use of chat technology to improve point of need assistance

Chat reference refers to the use of instant messaging and call center software to support interactive text or voice communication with library patrons. Instant messaging has been integrated into many e-commerce environments, and into the social lives of many teenagers and young adults, affording a level of immediacy and intimacy not possible with e-mail applications. The convergence and interoperability of new and emerging technologies can be used to develop new communities of users that view libraries as being essential to their education, patient care, and research activities.