How much is enough? Managing chat length

Research output: Contribution to journalArticlepeer-review


Chat reference transactions can take much more time than the same interactions in traditional face-to-face encounters. Many libraries have recognized this and incorporated guidelines for managing chat length into their virtual reference policies. This article summarizes a sample of these policies, and suggests some practices for helping train staff to manage longer chats efficiently

Original languageEnglish (US)
Pages (from-to)89-93
Number of pages5
JournalInternet Reference Services Quarterly
Issue number2
StatePublished - Jul 7 2005


  • Chat
  • Time management
  • Training
  • Virtual reference

ASJC Scopus subject areas

  • Library and Information Sciences


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