This report describes the process and results of user feedback received regarding the University of Michigan Library's Ask a Librarian instant messaging (IM) and texting reference service between February 6, 2017 and March 31, 2017. During the winter 2017 semester, Ask a Librarian IM service providers sought feedback about users’ IM service experience, focusing on their opinions of a particular session, their motivation for use of the IM service, and ideas for service enhancements.https://deepblue.lib.umich.edu/bitstream/2027.42/139892/1/Ask a Librarian IM Feedback Final Report.pd
