@article {Ruppel:14 August 2002:0090-7324:183,
	author = "Ruppel M.",
	author = "Fagan J.C.",
	title = "Instant messaging reference: users evaluation of library chat",
	journal = "Reference Services Review",
	volume = "30",
	year = "14 August 2002",
	abstract = "This article analyzes survey results of university students who used Morris Messenger, the instant messaging (IM) reference service at Southern Illinois University Carbondale's Morris Library. It focuses on the complete results of two surveys, including a comparison of IM reference and traditional reference desk experiences. An overview of the IM reference system and usage data are also discussed. Survey respondents indicated overall enthusiasm for the IM reference service and provided useful suggestions for improvements, which are also listed.",
	pages = "183-197(15)",
	url = "http://www.ingentaconnect.com/content/mcb/240/2002/00000030/00000003/art00002"
	doi = "doi:10.1108/00907320210435464"
}