Applied Research On Im Real-time Reference Service In University Libraries

In an increasingly complicated network information age, reference service in the university libraries increasingly occupies an important position. How to accommodate the trend of the times and user's needs, breaking the traditional reference service in a passive situation, relying on the Internet and Web2.0 technologies, let library services into the user's e network environment and needs among the user-centric, providing ubiquitous, ever-present real-time online reference services, is an important issue that should be considered by the library. IM reference is a real-time online reference model, carried out by the library using IM softwares. By the increasingly sophisticated IM technologies and tools, reference service's content, methods and target have been further expanded and deepened. It also greatly enhances the service's efficiency and quality, promoting the development of reference services.Based on many years of work experience, using literature research, online surveys, questionnaires, statistical analysis, comparative analysis and other methods, investigation, the paper surveys and compares the development status of IM real-time reference service both in domestic and abroad, finding out gaps. From empirical and quantitative point of view, it provides a case study on the IM real-time reference service of Guangxi Teachers Education University Library, through a large number of consultation data statistical analysis and the reader survey, conducts a comprehensive assessment and investigation on the IM service by analyzing the service effects, usage statistics, consultation behavior, consulting preferences and satisfaction levels, etc. it also compares IM reference service with other consulting models to explore the successful experience and problems of the IM service, propose appropriate countermeasures. So as to provide decision-making for the follow-up service's implementation and promotion, and references for the IM real-time reference services development in domestic university libraries. Research findings show:the IM reference service is the preferred way of acquiring reference assistance by the users. It has an outstanding effect and worth implementing and promoting in domestic university libraries; But the IM service can't take the place of other consulting patterns. We should merge the IM service with other consulting patterns and build a complete system of reference services; The IM service need to be marketed to the users constantly, that is the key to successful implementation.