Extending IM beyond the Reference Desk: A Case Study on the Integration of Chat Reference and Library-Wide Instant Messaging Network

Abstract

Openfire is an open source IM network and a single unified application that meets the needs of chat reference and internal communications. In Fall 2009, the California State University San Marcos (CSUSM) Library began use of Openfire and other Jive software instant messaging technologies, to simultaneously improve our existing IM-integrated chat reference software and implement an internal IM network. This case study describes the chat reference and internal communications environment at the CSUSM Library and the selection, implementation, and evaluation of Openfire. In addition, the authors discuss the benefits of deploying an integrated instant messaging and chat reference network.