This dissertation seeks to determine the essential chat reference competencies and the effective training techniques to deliver them. Two survey studies were conducted to examine chat reference practitioners’ perceptions of competencies and training techniques reported in the literature. As a result, prioritized lists of chat reference competencies and training techniques were produced, respectively. The examined competencies could be broken down into four categories: (1) Media-independent core reference competencies; (2) Reference competencies highlighted in the context of chat reference; (3) Reference competencies specific to chat reference; and (4) Reference competencies not as important in chat reference. In terms of training techniques that could deliver the essential competencies, the most effective ones are those enabling practice-based learning.

Findings from the dissertation study can be used as the basis to design and implement training and education programs to professionally prepare chat reference librarians and eventually lead to better performance of the service and better fulfillment of users information needs.