Linda Bedwell on Chat Widgets

In the May/June issue of Online, Linda Bedwell of Dalhousie University in Nova Scotia writes in "Making chat widgets work for online reference" that 'widgets' have transformed her collaborative virtual reference service. See the abstract online or get the full text from EBSCOHost or any other of your favorite aggregate full-text periodical products.

I like Bedwell's article because it illustrates a number of points about virtual reference and 'widgets' (embedded IM applications on your library website, database or OPAC) that I have been thinking about:

Could it be that these simple, user-friendly chat widgets (just type your questions in and click enter) are all this service needed to appeal to our patrons? Our experience using these chat widgets certainly supports this theory. Our patrons needed our online help all along - they just found the old online reference tools cumbersome to use, or they didn't notice the service icon on the webpages.

Though I take issue, as usual, with Bedwell's definition the term "virtual reference" as something separate from "chat widgets" or "instant messaging", I think she is right that 'chat widgets' are more usable for many patrons.

Oregon libraries can use L-net in widget or pop-up mode by embedding L-net on your library website or OPAC.

Bedwell goes on to say that "It is not enough to simply deploy a chat widget in a few pages to revitalize an online reference service. Strategic and ubiquitous placement of chat widgets is crucial...". Take for example Oregon State University, where the widget (or an image of it) appears on every library web page - great work!

My favorite part of the article is near the very end:

Don't get too accustomed to a "successful" online reference tool. It is certainly worth having an eye on the horizon to consider other, more beneficial technologies for your online service. Be prepared to try something new.