title: An innovative use of instant messaging technology to support a library's single-service point.
abstract: A library service model that provides reference and instructional services by summoning reference librarians from a single service point is described. The system utilizes Libraryh3lp, an open-source, multioperator instant messaging system. The selection and refinement of this solution and technical challenges encountered are explored, as is the design of public services around this technology, usage of the system, and best practices. This service model, while a major cultural and procedural change at first, is now a routine aspect of customer service for this library.
authors.affiliation: Claude Moore Health Sciences Library, University of Virginia Health System, P.O. Box 800722, Charlottesville, VA 22908-0722, USA. ash6b@virginia.edu
authors.forename: Andrea S
authors.initials: AS
authors.lastname: Horne
authors.forename: Bart
authors.initials: B
authors.lastname: Ragon
authors.forename: Daniel T
authors.initials: DT
authors.lastname: Wilson
mesh_terms: D004059:Diffusion of Innovation; D034742:Electronic Mail; D006801:Humans; D007993:Libraries, Medical; D019982:Organizational Case Studies; D016730:Program Development; D014768:Virginia