Chat Is Now

SUMMARY In this article, the authors explore the administrative issues that surround the introduction of a chat service into an academic library community. The issues are examined from a customer service viewpoint addressed through the Kano Model, developed by Dr. Noriaki Kano and rooted in Continuous Quality Improvement (CQI) and Total Quality Management (TQM). The authors discuss how academic libraries can apply the Kano Model to the virtual reference environment. The authors also discuss the importance of balancing customer service with the limited resources available to academic libraries introducing a new service.