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This is a report on the impact of library workers' personal beliefs on provision of vaccination information. Nine public librarians were interviewed about a hypothetical scenario involving a patron who is concerned about possible vaccination-autism connections. The analysis employed thematic coding. Results suggested that while most partic- ipants supported childhood vaccination, tension between their personal views and neutrality impacted their ability to conduct the interaction. The neutrality stance, though consonant with professional guidelines, curtails librarians' ability to provide accurate health information. Outreach and communication between public and health sciences libraries can help librarians provide resources to address health controversies. [ABSTRACT FROM AUTHOR]

One of real-time chat reference's strengths is the options it gives the librarian in terms of answering questions. Librarians can use text chat, send over a Web page (push pages), or let a patron watch them work over their computers. Options come with a price, though-transaction speed. While most librarians work from a speedy connection, patrons chatting with them are probably using slower dial-up connections. Chat software features are expanding quicker than most patrons can handle, so now it's time to focus on how to best serve the most patrons, instead of inadvertently catering to a select group of technologically savvy patrons with fast computers. Text chat is an excellent way to make sure the most patrons get the best results from real-time reference chats. [ABSTRACT FROM AUTHOR]

Instant messaging (IM) reference is gaining in popularity but still faces resistance. Some librarians agree with some researchers in the field of computer-mediated communications (CMC) that it can never approach the complexity of face-to-face communication, and is therefore an unsuitable medium for reference. Librarians in face-to-face reference use nonverbal communication skills such as a welcoming expression and an interested tone of voice to encourage patrons to approach the desk and discuss their topic; they also interpret the nonverbal cues of patrons. This analysis of online reference conversations shows how online skills can substitute for many of these nonverbal cues. Some skills are unique to computer-mediated communication while others involve written language skills to encourage exploration of the topic, increase clarity, demonstrate approachability and empathy, and instruct. The study illustrates communication problems and solutions using actual conversations, giving particular attention to the reference interview. [ABSTRACT FROM AUTHOR]

This article offers practical suggestions for doing chat reference, including setting up, using language, interviewing techniques, and composing responses. It contains comparisons to in-person, phone, and email reference techniques. [ABSTRACT FROM AUTHOR]