Purpose -The purpose of this study is to determine whether librarians at the University of Kansas are providing instruction through chat in order to develop best practices for training purposes. Design/methodology/approach -The authors analyzed a sample of chat transcripts using the ACRL Information Literacy Competency Standards for Higher Education to determine whether librarians were utilizing opportunities for instruction in the chat medium. Using this analysis, they selected the best

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... s of instructional techniques. Findings -Students were open to receiving instruction through chat. Librarians who were most successful in providing assistance to students demonstrated persistency and approachability in their interactions. Practical implications -The authors developed a list of top ten practices for instruction through chat which can be used for training purposes. Originality/value -Librarians need to continue to develop instructional techniques to create more opportunities for teaching moments in chat. The authors would like to raise awareness of the impact of librarians" demeanor in the online environment.