5.3 Instant Messaging for Reference Services
The reference and referral services have already become virtual with ICT applications and internet. The mobile devices can further appreciate the service with instant answers like definitions, meanings and other information from digital libraries and web. If the organization has its own secure and private enterprise IM network, libraries may as well make use of these as they are more reliable and secure; or else use web-based free instant messaging services from Google, America Online, Way2SMS, etc., as an intermediary to have interactive sessions with users to answer ‘reference queries’. As these free messaging services can be withdrawn anytime by the providers, libraries’ may subscribe to fee-based tools like Text a Librarian, LibraryH3lp, MyInfoquest, and Shoutbomb. These tools offer mobile customers all of the benefits of virtual reference services without being tied to a website. Librarians can provide instant answers, and links to articles/references in real time.