Transcript Slide 1

How do you IM?
CLA 2006
Jill Patterson, Moderator (Orange County Public Library)
The Experts
Lisa Bartle (Pfau Library/CSU San Bernardino)
Tom Bickley
Sarah Houghton-Jan (San Mateo County Library/LibrarianInBlack.net)
Laurie Isenberg
Cindy Trainor
Paulette Washington
Jezmynne Westcott (Sprague Science Library/The Claremont Colleges)
Basics of how IM works
Instantaneous
Simultaneous Chat
Transcript
Type here
Software Options
 Individual
Clients
 MSN, AIM,
Yahoo!, IRC, ICQ,
GoogleTalk, MySpace
 Aggregators
 Trillian,
Gaim
Web-based non-software options
 Meebo,
Kool IM
 Meebo Widget
Security Issues
 The
boogeyman of the security threat
 IM vs. web browsing or e-mail
 Threats are all behavior-based
 Tips for talking to IT
Buddy Lists
 Users
add you
 You don’t add them
Staffing Models & Options
 Scheduled
IM or just “on whenever”
 Staff from back room or ref desk
 All staff or selected staff
Policies to Consider
 Scope
of questions you’ll answer
 Dealing with “crank-calls”
 Blocking abusive users
User Privacy
 Not
keeping transcripts
 Not keeping users on your buddy list
 Warning users about commercial chat
terms of service
IM Features
 Voice
 Video
 File
sharing
Advertising / Promotion
 Go
where users are in person
 Go where the users are online
 Print publicity
 Visits to schools and organizations
 Computer wallpaper or screensavers
Measuring Success
 Keep
transcripts or manual tally?
 What constitutes success for your
library?
IM Etiquette and NetLingo
 Be
brief and frequent
 Capitalization/punctuation are optional
 Bad spelling happens
 Use emoticons responsibly
 Don’t type in ALL CAPS
 Net-lingo examples
Training and Staff Buy-In
 Demonstrate
IM to all staff
 Explain why you’re doing this
 Training materials
 Have staff practice with each other
Resources for More Info

Library Success Wiki Online Reference
webpage:
http://libsuccess.org/index.php?title=Online_Reference

NetLingo Dictionary: http://www.netlingo.com

Ask.com’s basic search includes instant
definitions of Instant Messaging Smileys,
NetLingo, Emoticons, Basic Internet Lingo,
and IM Etiquette
Tips and Tricks
Develop scripts
 Be ready for chatters
 Pick your buddy icon
 Develop a standard away message
 Be ready for the robot question

Other VR Options
SMS (cell phone text messaging)
 Jybe (chat + co-browsing)
 Virtual Game Avatars
 Automated Chat Robots

Questions?