Making Chat Widgets Work for Online Reference

Abstract

The article discusses the advantages of using chat widgets for online reference. Users of the Novanet Live Help online reference service have praised its implementation of chat widgets, which are boxes placed in webpages that allow communication with users in situ. Employing ready-to-use chat widgets is one way of making an online service more accessible to patrons. The results of several experiments with Meebo Me chat widgets are described.