Instant messaging reference: how does it compare?

The use of instant messaging (IM) technology for providing online reference services is increasing by leaps and bounds. This article compares a digital reference service, Morris Messenger, with traditional, face-to-face reference, using quantitative and qualitative data from experience with this service at Morris Library, Southern Illinois University. The article addresses differences arising from the medium itself, differences in the categories of reference questions received, using several different categorization schemes, and differences in factors affecting willingness to return, to determine strengths and weaknesses of this medium. Since many libraries are considering implementing such a service, it also describes what it is like for staff to provide reference service this way and suggests ways of addressing some of the challenges of this new medium.