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IM Reference:It’s What’s for Dinner
Sarah Houghton-JanInformation 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 chatAdd-ons like video, audio, file sharing
Type here
Transcript
IM client software: the holy trinity
AOL
Yahoo!
MSNThey’re all
free—to you and users
Other Software
•ICQ
•IRC
•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 otherScripts 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 usersStandard away messageDetermine 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
