Articles and sites regarding the marketing of chat reference

 Having just completed an annotated bibliography on the marketing of chat reference, I am sharing the resources I used.   

Transcript analysis

Kibbee, J., Ward, D, and Ma, W.  (2002).  Virtual service, real data:  Results of a pilot study.  Reference Services Review, 30(1), 25-36.  doi:  10.1108/00907320210416519

Lapidus M., & Bond I. (2009). Virtual reference: Chat with us! Medical Reference Services Quarterly, 28 (2), 133-142.

Wells, C.A.  (2003)  Location, location, location:  The importance of placement of the chat request button.  Reference and User Services Quarterly, 43(2), 133-137.  Retrieved November 11, 2009 Library Literature Fulltext. 

Surveys

Johnson, C.M. (2004).  Online chat reference:  Survey results from affiliates of two universities.  Reference & User Services Quarterly, 43(3), 237-247. 

Sims, M.E. (2003).  Virtual reference services:  The LSU Libraries experience.  The Reference Librarian, 38(79), 267-280.  doi:  10.1300/J120v38n79_18 

Interviews/Anecdotal

Bailey-Hainer, B.  (2004).  Marketing virtual reference services:  The AskColorado experience.  Oregon Library Association Quarterly, 10(2/3), 12-18.   

Dee, C.R. & Newhouse, J.D. (2005).  Digital chat reference in health science libraries:  Challenges in initiating a new service.  Medical Reference Services Quarterly, 24(3), 17-28.  doi:  10.1300/J115v24n03_02

Radford, M.L. & Kern, M.K. (2006).  A multiple-case study investigation of the discontinuation of nine chat reference services.  Library and Information Science Research, 28(4), 521-547. 

Literature Review

Vilelle, L.  (2005).  Marketing virtual reference:  What academic libraries have done.  College and Undergraduate Libraries, 12(1/2), 65-79.  doi:  10.1300/J106v12n01_05

Also, this website:  http://www.oclc.org/research/activities/synchronicity/presentations.htm