Chat reference competencies: identification from a literature review and librarian interviews

Abstract

PurposeThe paper seeks to present the identification of chat reference competencies, with the goal of providing behavioral objectives for professional chat reference performance.Design/methodology/approachThe competency identification effort presented in this paper consists of two parts: a thorough review of chat reference literature and interviews with a convenience sample of experienced chat reference librarians to elicit their perceptions of important chat reference competencies.FindingsThree types of chat reference competencies are identified: core competencies for general reference, competencies for general reference but highlighted in the chat environment, and competencies specific to chat reference service.Practical implicationsThe identified competencies can serve as a solid basis for the design of training and education programs for chat reference librarians.Originality/valueThis paper aggregates the discrete chat reference competency studies in the literature and generates a list of competencies requisite for chat reference that could benefit the training and education of chat reference librarians.