Reference service and resources in the age of instant messaging

The purpose of this paper is to outline the use of instant messaging for communications.Design/methodology/approach – The paper describes studies carried out regarding the service, staffing, and economic and technological aspects of instant messagingFindings – Instant messaging was found to be a useful tool in helping to find relevant information to enquiries.Originality/value – The paper shows how developments in software and internet connections have made instant messaging a useful tool.