OPAL: Instant Messaging: Do You IM?

 Presentation by Michael Stephens

(notes taken by Starr Hoffman)

6.15.06

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Library2.0 tools to reach users where they are.

 

AOL Instant Messaging Trends Survey

(August 2004)

• 80 million Americans use IM (27% of population)
• 250 million IM users worldwide
• 7 billion messages sent each day

 

Pew Internet Study

• 53 million American adults use IM
• popular with young adults & technology enthusiasts

 

Growing Use of IM

• Computers in Libraries 2004: few library IM users
• Computers in Libraries 2006: more IM reference service (65 libraries)

 

 

SurveyMonkey IM Survey

(non-IRB-approved)

• 647 respondents; 95.3% librarians
• 89.8% were US residents

 

Survey: Are library staff using IM at their work computers?

• chart
• 21.2% professional use
• 2.7% personal use
• 50.5% personal & professional use
• 25.6% don't use it at work
• much fewer use IM for reference

 

Survey: Does your library use IM for reference?

• 9.4% yes (public library)
• 25.3% yes (academic library)
• .2% yes (school library)
• .4% yes (special library)
• 0% yes (other library)
• 62.7% no

 

Survey: Does your library have plans to launch IM for reference and outreach?

• 10.5% yes (public library)
• 11.2% yes (academic library)
• .5 % yes (school library)
• 1.4% yes (special library)
• .7 % yes (other library)
• 30% already use IM for this
• 47.8% no

 

 

Barriers to IM

• “LastGen” librarians = digital divide
• patrons not allowed to IM (can’t download client)
• the old "we don't have time" excuse
• Five Phrases I Hope I Never Hear in Libraries Again

 

IT Issues

• the security risks are minimal
• BUT, IT may still be iffy about it
  • have a discussion with your IT department about using IM
• some computers may block the ability to use IM (for you and/or users)
  • Meebo is a web-based IM client
  • advertise it on your page for students accessing off-campus
  • can also keep chat logs for statistics (beware privacy issues)

 

SJCPL (St. Joseph County Public Library)

• use IM for external & internal messages
• internally: use as in/out board
• "Ask a Librarian" page
  • has instructions for each IM client
• high ROI (return on investment)
  • cut contract for virtual reference
  • IM is free
• promotional materials
  • provide IM screennames on bookmarks, etc.

 

CiL 2006 article, "Tech Tips for Any Librarian: Online Cool on a Budget"

(by Rachel Singer Gordon & Michael Stephens)

• "Faster IM"
• add to reference desk duties
  • similar policy to phone reference
  • build it into your information policy
  • example prioritization:

1. walk-up
2. phone
3. IM
4. email
5. snail mail

• prepare some scripts
  • script for auto-reply
  • such as, "a librarian will be with you shortly..."
  • some leading questions
• need to be able to transfer to another logged-in librarian
• be open & encouraging
  • "I'm typing/searching/etc...."

 

Software

• multi-client application (open source available)
• Trillian (also works with GroupWise IM)
• Gaim
• Gizmo
• Fire (Mac)

 

Training

• set up some training screennames
• practice
  • questions
  • send URLs, pdfs, docs, etc.

 

Keeping IM Stats

• see TTW
• can save conversations in the client
  • BUT, privacy issues

 

IM Benefits

• very easy to use
  • minimal training
  • can staff with assistants and students
• patrons already use it
• staff can use it to communicate internally
• FREE
• "pushes" librarians out to the users
• creates community
  • with users: think of librarians on a student's Buddy List
  • with coworkers: communicate rapidly, more often
  • with other professionals

 

SMS (Short Message Service)

• phone text messages
• Google has an SMS number and answers questions
• "Text a Librarian" service
  • SIMS Memorial Library
  • program converts text messages to email

 

VOIP (Skype)

• free international calls
• good for meetings
• "skypecasts" (podcasting)
  • mugglecast
  • secondcast
• use in Second Life

 

Promote IM Service

• promote screenname(s)
• stickers
• put screenname on...
  • business cards
  • signature file
  • blog bio
  • website

 

Some Further IM Resources

 

Food For Thought

• What about your ROI with virtual reference?
• Stats?
• You may get more than just virtual reference from a major provider (WorldCat, etc.)--there may be repercussions for cancelling virtual reference

 

Research IM Reference

• survey your user population
  • what IM services do they use?
  • what do they think about an IM reference service?
  • how would you use it?

 

Remaining Barriers to IM

• some librarians may struggle with:
  • informality
  • "txt-msg" abbreviations
  • typos

 

Main goal: to provide the best service possible.

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