IM Reference: It’s What’s for Dinner Sarah Houghton-Jan Information and Web Services Manager, San Mateo County Library Librarian in Black:

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 chat Add-ons like video, audio, file sharing Type here Transcript

IM client software: the holy trinity AOL Yahoo! MSN They’re all free—to you and users Other Software ICQ IRC Jabber Google Talk MySpace

IM aggregator software Trillian: Gaim: Both let you monitor multiple IM accounts (AOL, MSN, Yahoo!) through one interface. Oh yeah…they’re both free!

Web-based IM with MeeboMeebo 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”? 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:

Who’s using IM for reference? Library Success Wiki list: 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 other Scripts 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 users Standard away message Determine 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

Questions? Contact Sarah any time IM: LibrarianInBlack (AOL, Yahoo!, MSN)