The Role of Synchronous Virtual Reference in Teaching and Learning: A Grounded Theory Analysis of Instant Messaging Transcripts

Electronic communication technologies continue to change the landscape of reference services. For many users, virtual communication is the preferred means of conversing. Synchronous virtual reference, similar to other synchronous means of communication, is an important method for reaching students and for providing teaching and learning opportunities. Grounded Theory (GT) research provides a method for examining the transcripts of synchronous virtual reference. In this study, the library implemented the instant messaging (IM) application known as Meebo. Using the qualitative software ATLAS.ti, Iowa State University Library researchers uploaded, analyzed, and coded the instant messaging transcripts. From the analysis, a snapshot developed of the library's central role in educating the university community about research resources. This paper describes ongoing challenges that occur during synchronous virtual reference interviews and staff training needs that cannot be captured by number crunching alone. Synchronous virtual reference can provide essential teaching and learning experiences that complement the educational mission of most research universities. n a New Yorker article published in December 2008, Dana Goodyear discusses a subgenre of fiction emerging in Japan— keitai shoshetsu. 1 Novels in this genre are written by young Japanese women and, notes Goodyear, are autobiographical accounts of the nasty side effects that can come with finding romance. What should be of interest to librarians here is what keitai shoshetsu translates to: " cell phone novel. " These novels are written entirely on cell phones. These aren't merely books being read on electronic devices (in many cases the cell phone novels are published in print format); these are novels being written entirely within the frame of text messaging. As librarians, this should be (if we haven't heard it already) the siren that wails, " Offer digital reference service! " But not all digital reference services are the same. Synchronous virtual reference provides opportunities to dynamically reach students. Some synchronous crl-102rl virtual reference tools are " chat, " instant messaging, and text messaging, while e-mail is an asynchronous virtual reference. BBC and British Council define " … online learning, videoconferencing, chat and VOIP [as] synchronous learning tools because the learner and teacher interact in real time, " the crucial point being that the participants interact in real time much like writers and readers of keitai shoshetsu. 2 Synchronous virtual reference works the same way, providing real-time feedback to the user. The content and service quality of synchronous virtual reference remain an assessment issue. To be …