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IM Reference: It’s What’s for Dinner

IM Reference: It’s What’s for Dinner. Sarah Houghton-Jan Information and Web Services Manager, San Mateo County Library Librarian in Black: www.librarianinblack.net. How many people have used IM before? How many people have used IM for staff communication? For reference?.

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IM Reference: It’s What’s for Dinner

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  1. IM Reference:It’s What’s for Dinner Sarah Houghton-Jan Information and Web Services Manager, San Mateo County Library Librarian in Black: www.librarianinblack.net

  2. How many people have used IM before? • How many people have used IM for staff communication? • For reference?

  3. What is instant messaging? • Instantaneous, simultaneous text chat • Add-ons like video, audio, file sharing Transcript Type here

  4. IM client software: the holy trinity They’re all free—to you and users • Other Software • ICQ • IRC • Jabber • Google Talk • MySpace

  5. IM aggregator software • Trillian: http://www.ceruleanstudios.com/ • Gaim: http://gaim.sourceforge.net/ Both let you monitor multiple IM accounts (AOL, MSN, Yahoo!) through one interface. Oh yeah…they’re both free!

  6. Web-based IM with Meebo • Completely web-based—no installations • Sign in with multiple accounts at once • Even if IM is blocked, this still works • MeeboMe Widget allows IMing right on a webpage —no software or accounts required!

  7. Let’s Try It • When she’s on her own computer, Sarah uses Trillian to chat w/ friends/colleagues. • When she’s on a public computer, she uses Meebo. • Sarah also likes to refer to herself in the third person. 

  8. Principles of Virtual Reference • We want to serve all users equally: in-house and remote • We want to attract and serve new users • There is a user expectation of real-time online service from everyone, retail and community • We want to be where our users are: online (in whatever form that may take)

  9. Why use IM for reference? • Traditional web-based chat has technical and service problems • Slowness • Stiff computer requirements, disconnects • User privacy issues • Non-local librarians • Cost For many users, not having IM is like not having a phone.

  10. Your users are here already • 75% of online teens IM* • 42% of online adults IM* • 50% of IMing teens (32% of all teens) IM every single day* • Undergrad students, techies, kids and teens, stay-at-home parents, people using IM at work * Pew Internet and American Life Project. Teens and Technology. 07/27/2005.

  11. IM Benefits • Easy to use for both the librarian and the user • You’re right there on the user’s buddy list • Features • Document sharing • Sending URLs, images, voice (w/ add-ons like Skype) • Speed…don’t get me started on the speed • Less demands on patron & librarian computers • Disconnects just don’t happen • Did I mention that everything is free?

  12. Concerns to address • If user not already IMing, needs to download a small program • Library needs to actively secure user information (not keeping transcripts, buddy lists) • Commercial chat terms of service may include privacy concerns…warn users • No co-browsing…yet • No 24/7 availability…yet

  13. Working with IT Staff • Be enthusiastic • Is IM banned or blocked? Why? • The boogeyman of network security? Or “it’s a time-waster”? • E-mail and web browsing cause many more security problems than IM.

  14. IM etiquette • Be brief • Use frequent shorter messages • Capitalization and punctuation are optional • Bad spelling happens • Use smiley faces (emoticons) responsibly • Don’t type in ALL CAPS PLEASE!!!!!!!

  15. Abbreviations • OMG, I was AFK and my SO gave me an EG! LOL! Oops, BRB! • Oh my god, I was away from the keyboard and my significant other gave me an evil grin! Laugh out loud! Oops, be right back! • Familiarize yourself with some basics: http://www.netlingo.com/emailsh.cfm

  16. Who’s using IM for reference? • Library Success Wiki list: http://www.libsuccess.org/index.php?title=Online_Reference • 92 libraries in September, up from 79 in May, 43 last November • Public, academic, school, special • Contact us—we’re happy to help!

  17. Example of Library IM webpage

  18. Things to Address Before Implementation • Demonstrate IM to all staff and explain why you’re doing this • Basic training materials on how to use the software’s features • Have staff practice with each other • Scripts for inappropriate users, suicidal users, questions out-of-scope, etc. • Pick a user icon (logo?)

  19. Things to Address Before Implementation • Advertising: flyers, business cards, table tents, schools, outreach events • Blocking abusive users • Standard away message • Determine a scope—what questions will you answer? • Do you want stats? Keeping transcripts? • Do you want to schedule your IM, or just be on whenever you can?

  20. Again…why should we IM • Get our knowledge, helpfulness, and information expertise out there where the users are • Reach a hard to reach (for libraries) segment of the population: teens, twentysomethings, and tech-savvy independent folks • Make us findable in the online environment

  21. Questions? Contact Sarah any time E-mail: houghton-jan@smcl.org IM: LibrarianInBlack (AOL, Yahoo!, MSN)

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