Transcript IM for the Library: How Instant Messaging Can Connect the

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?
What is instant messaging?
Instantaneous, simultaneous text chat
Add-ons like video, audio, file sharing
Transcript
Type here
IM client software: the holy trinity
MSN
They’re all
free—to you
and users
AOL
Other Software
•ICQ
•IRC
Yahoo!
•Jabber
•Google Talk
•MySpace
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!
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!
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. 
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)
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.
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.
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?
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
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.
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!!!!!!!
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
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!
Example of Library IM webpage
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?)
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?
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
Questions?
Contact Sarah any time
E-mail: [email protected]
IM: LibrarianInBlack (AOL, Yahoo!, MSN)