Reflecting on the new ACRL Framework, a deficiency was observed in literature on the assessment of information literacy instruction in chat reference. An evaluation of recent chat transactions was undertaken and the purpose of the study was twofold. The purpose of this study is to discover if and how librarians were teaching information literacy skills in chat reference transactions and identify best practices to develop training and resources.,To start, a literature review was performed to identify current industry standards. A rubric, influenced by the ACRL Framework, was developed to evaluate chat transactions from one semester. Results from the assessment were compiled and interpreted to determine current practices.,This study identified the necessity of balancing customer service and instruction to manage student expectations and encourage successful chats. Best practices and strategies that librarians can use to provide a well-rounded service were culled for the development of training and resources.,Reference assumes a large portion of the services that academic librarians provide to students. As technology advances, librarians are relying on virtual platforms, including chat reference, as convenient and useful tools to provide reference services to the academic community. While face-to-face reference encourages information literacy instruction, it is challenging to perform the same instruction in a virtual setting where expectations are based on retail models. With the growing use of virtual services, evaluating the success of chat reference based on industry standards is imperative.

中文翻译：

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聊天参考：评估客户服务和IL指导

反思新的ACRL框架，在文献中发现聊天参考中的信息素养指导评估存在不足。对最近的聊天交易进行了评估，该研究的目的是双重的。这项研究的目的是发现图书馆员是否以及如何在聊天参考交易中教授信息素养技能，并确定最佳实践以开发培训和资源。首先，进行了文献综述以识别当前的行业标准。开发了受ACRL框架影响的规则，用于评估一个学期的聊天交易。评估结果经过汇编和解释，以确定当前的做法。这项研究确定了平衡客户服务和指导以管理学生的期望并鼓励成功聊天的必要性。图书馆员可以用来提供全面服务的最佳实践和策略是为培训和资源开发而精心挑选的。参考文献假设大学图书馆员为学生提供的服务大部分。随着技术的进步，馆员们依靠虚拟平台（包括聊天参考）作为方便有用的工具向学术界提供参考服务。尽管面对面的参考鼓励信息素养教学，但在虚拟环境中执行相同的教学却充满挑战，因为虚拟环境中的期望是基于零售模型的。随着虚拟服务的日益普及，