We’re off to see the Widget! Finding the Heart, Courage, & Brains to use an IM Widget Brian Lind Rochester Public Library Library Technology Conference March 17 th 2010

Objectives Convince you that you should offer IM reference Show you how it can be done Give you an idea of what to expect Hands on use of libraryh3lp/Pidgin software

Do U IM? Personally? At your library? Who do you use?

Heart: (The Need for IM Chat)

The Need for IM Reference Your web site is your library, too Point of Need Help

What Does a Widget Look Like? libraryh3lpmeeboplugoo

Widget Supersized

Widget After Dark (off hours)

Widget Unplugged: The Code Chat requires JavaScript. Sorry, Rochester IM chat is currently offline. Please try AskMN 24/7 Chat Reference or Call Us: Us

Courage: (Deciding not only to IM, but to use an IM Widget)

Obligatory Statistical Breakdown December 2008 – 144 IMs (5/day) Numbers rose steadily for 4 months Added “queues” Holding steady per month (10- 14/day) Busiest time weekdays between 1:00- 6:00pm Recently fewer than 1% of our IMs come from outside widget

Brains: (How to get an IM Widget for your library)

Some IM Vendors in use at Libraries Chatango Libraryh3lp MeeboMe Plugoo Library Success Wiki: ftware_We_Like_for_IM_Reference ftware_We_Like_for_IM_Reference

What’s Important to you? Features Cost Compatible with existing & future IT plan Ease of Use ?????

How do I decide? Talk to other libraries Chat with them Library Success Wiki list

Recipe for IM Widget 1. Set up an account 2. Get code, put on appropriate web pages 3. Load software and/or setup logins 4. Decide how to set up your network 5. Set up your Widget and wait for your patrons

Setting up/Staffing your system Who should receive incoming IMs On Desk Off Desk Both?

Where do you put your widget? Multiple pages? No results page Home page (Danger! Danger!)

Our Libraryh3lp Experience:

Our Libraryh3lp Experience Cost Libraryh3lp annual cost $1.00/per 1000 patrons in area of service (50,000 in your service area= $50/ year) MeeboMe, Plugoo, Chatango free

Four “queues” on our website Entry points for IM widget users Reference page Catalog Children's Reader Services

Number of Chats per IM Gateway/Widget Queue Jan 09 Feb 09 Mar 09 Apr 09 May 09 Jun 09 Jul 09 Aug 09 Sep 09 Oct 09 Nov 09 Dec 09 Jan 10 Feb 10 aim msn web yahoo total

Our Libraryh3lp Experience The Way it Works

Our Libraryh3lp Experience Transfers

Our Libraryh3lp Experience Reports and Transcripts Chats per Hour Chats per Month Chats per Protocol (widget, AIM,MSN, etc.,) Chats per Queue (reference, child, etc.,) Chats per Operator (librarian or desk) All can be limited by date range

Our Libraryh3lp Experience Texting Patrons text a phone number No extra charge except for Android phone account Long messages broken down and sent as multiple SMS We will start doing this next week

Our Libraryh3lp Experience The Good Multiple computer support Transfers Unlimited queues Good Stats & transcript functions Supports texting (with Android phones) Great, quick support (setup, problems) Made by librarians for libraries

Our Libraryh3lp Experience The Bad Having to type the stupid “3” instead of an “e” in the libraryh3lp name Not free Transfer function needs some work Can’t customize “welcoming text” on widget Cannot block disruptive patrons

What to expect: (and a few surprises)

People inside the library IM you

Speling doesn’t count in IM

those crazy IM abbrevs! those crazy IM abbrevs!

Having Signage on Your Widget is Remarkably Similar to Not Having Signage on Your Widget

IM Reference Interviews are different

You will miss some IMs

IM time is not quite like real time

Not Enough Staff to IM? Consider a Collective

24/7 IM? Add AskMN to your IM Can offer 24/7 IM coverage Help cover when you’re not available Contact Carla Steinberg Pfahl at Minitex

IM Cautions:

You’re not there, but it looks like you are

You’re there, but it looks like you’re not

Chat widgets are anonymous

Privacy & Confidentiality Using IM

To Keep or to not Keep Transcripts?

Technical (and Other) Difficulties

Not seeing incoming IMs at desk

Staff Resistance to IM

IMs are Constant Interruptions

Are you there? Bueller? Bueller?

Dealing with an IM in progress when a patron in the library walks up to you

Crank Calls & Time Wasters

Mistaken Assumptions

Now Enter the IM-erald City!

Questions?

Libraryh3lp/Pidgin Demo

Demo One – Try it out Go to your queue’s widget page (Brains, Heart, or Courage) Half of the group be “patrons”, half be librarians Pick up all of the questions, and then switch roles If uneven numbers, you may be picking up more than one question

Demo Two – Transferring an IM Have one person be the patron Once the first librarian picks up the call, click on the transfer link and transfer it back to your own queue. Keep on transferring until everyone has picked it up once.

Free Time!

Thank you! Brian Lind Rochester Public Library