We R Online, RU? Instant Messaging Reference Service at Your Library Introduction

What Is IM? Allows users to participate in real-time Internet conversations AIM, MSN, and Yahoo! most popular Same premise as the more feature-rich QuestionPoint, 24/7, etc.

Who’s Using IM? Everyone! – Students, libraries, businesses, all age groups – Pew Internet and American Life Project found that 42% of online individuals use IM, and that Generations X and Y represent the largest segment of the IM user group. – AOL conducted a similar study that shows that 90% of online teens use IM.

Cross-platform Communication Many libraries are using aggregators such as Gaim and Trillian to reach the largest number of patrons. These aggregators allow the user to log into several different accounts in just one window.

What Do Librarians Think About IM? Many still express concerns, but many others are enthusiastic about IM. Based on a study Conducted at GSU in 2005, as many as 50% of libraries are offering or are considering offering IM.

Benefits It’s free. It’s easy. Students are already using it. It can be accessed from a cell phone, computer, Blackberry, and from inside or outside the library. It no longer requires a download.

Drawbacks You must create an account to use IM. There’s no cobrowsing. There’s no page pushing. There is auto-logging, but you must maintain your own stats. Slight risk of viral infection. Only one person can be logged into an account at one time. There are no group staffing plans in place.