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