One library's experience with review and selection of chat software for reference

Area of Science:

• Library and Information Science
• Information Technology in Academia

Background:

• Academic libraries are increasingly adopting virtual reference services to extend their reach and accessibility.
• The transition to virtual reference necessitates careful selection of appropriate software solutions.

Purpose of the Study:

• To detail the systematic process undertaken by Michigan State University (MSU) Libraries for selecting virtual reference software.
• To outline the criteria used for evaluating software, distinguishing between essential, important, and desirable features.

Main Methods:

• Conducted a literature review on current virtual reference best practices and software.
• Established a set of essential (deal-breaker) features, desirable features, and useful-but-not-critical features.
• Developed and utilized a software comparison matrix for systematic evaluation of potential vendors and products.

Main Results:

• The evaluation process led to the selection of Docutek software, which was not among the initially considered vendors.
• A structured comparison matrix facilitated objective assessment and decision-making.
• The defined criteria effectively guided the selection towards a suitable virtual reference solution.

Conclusions:

• A rigorous, criteria-based evaluation process is crucial for selecting effective virtual reference software in academic libraries.
• Flexibility in vendor consideration and a clear feature prioritization framework can lead to optimal software selection.