Beyond the convenience of chat ref

Here's a quote from "Chat's Positive Side" (Carol Tenopir, LJ, 12/04) that I think is especially interesting since we serve such an international student population:

Chat users are not always remote; many students at the University of Tennessee (UT) and [University of California-Irvine] access the service from inside the library. No one wants to give up their computer, but anonymity is probably the most important factor. Students intimidated by the reference desk may appreciate asking a question anonymously. UC-I is culturally diverse, and "patrons may choose chat reference instead of approaching a desk where they might have more difficulty expressing themselves verbally. For them, typing a question may be easier than finding the right words and grammar in English," said Tunender.

(Link to full text)