How to Smile When They Can't See Your Face:

This article suggests IM (instant message) and SMS (short message service) reference strategies based on the stance of rhetorical listening in an attempt to create in digital communication environments in which both patrons and reference librarians can utilize similar affordances that they might encounter in a face-to-face interactions, for instance, especially nonverbal communication. Drawing upon research in computer-mediated communication, the social sciences, and library studies, the author suggests four specific strategies for beginning implementation of rhetorical listening into IM and SMS reference: material sensitivity, syntactic mirroring, emoticon use, and professional ethos awareness.Request access from your librarian to read this article's full text.