Establishing an IM Service at Your Library Let’s Chat! Marlo Young HLA 2006

Overview Define IM & discuss trends Define IM & discuss trends Insider look at IM Insider look at IM Practical & technical tips to consider Practical & technical tips to consider Q&As Q&As

IM Facts Invented in 1997 Invented in 1997 Estimated 600 million users today Estimated 600 million users today More than 28 million business users More than 28 million business users 1 billion messages a day 1 billion messages a day IM is part of everyday life !

Teens & IM 75% IM “Teens are technology rich & enveloped by a wired world” IM a norm & preference Authentic, trusted communication modality Authentic, trusted communication modality Connectedness, info-sharing, social space Connectedness, info-sharing, social space Pew Teens & Technology Report

So, What is IM? Info & Communication Technology (ICT) Real-time communication, digital immediate gratification Social tool, virtual space Available through mobile devices, web browsers, PCs

Technology causes constant redefinition Each new media slowly redefines the uses of the older existing media Mobile devices vs. non-portability IM vs. etc.

How Can Libraries Utilize IM ? What do you want to achieve ? Individual accounts Digital ref or info service Internal communication Virtual liaisons, office hours, etc. Support instruction Consultation, tutoring, teen service ……….endless possibilities…..

Example of Decentralized IM Service that Uses Just one IM Program

Example of single librarian using IM Embedded Meebo Me chat box on contact page as well as IM contact info

Example of Teen Book Club Johnson County Library

Example of Mercer Univ’s IM Service

Example of TFM Lib’s IM Service

Example of UCSD Subject Library IM Service

UCSD Libs’ IM Environment Some librarians w/individual IM accounts Some librarians w/individual IM accounts Some subject libraries w/IM Services (2) Some subject libraries w/IM Services (2) Chat Reference co-op through Question Point Chat Reference co-op through Question Point clunky system, limited hours, no buddy capabilities clunky system, limited hours, no buddy capabilities No Real cross-library IM Service for patrons No Real cross-library IM Service for patrons

We’re Implementing a Cross- Library IM Service…. Supplements our digital ref service IM to IM referrals to Libs & librarians Staffed by non-librarians 9am-Midnight, 7days Users can add us to their IM “buddies”! …or use embedded chat box

How does IM Work? Users open an IM ‘channel’ In and out of conversation Multi-tasking Video, voice, chat Buddy lists -can ‘see’ your friends’ status Can share live URLs, images, etc.

IM Programs Single network vs. multi-network programs Single network vs. multi-network programs is the only entirely web-based, multi-network IM program & it’s free! Meebo is the only entirely web-based, multi-network IM program & it’s free! Meebo

How do I start ? : Create IM accounts using four key IM programs: AIM, MSN, Yahoo, G’Talk ☼ Meebo.com : Create IM accounts using four key IM programs: AIM, MSN, Yahoo, G’TalkMeebo.com ► ►try to get the same acct name for all Meebo Me : creates chat box widget(s) ☼ Meebo Me : creates chat box widget(s) ►to embed a chat box on any webpage; users don’t need IM acct

Security Issues & IM Unencrypted transmission Unencrypted transmission Can use a disclaimer Can use a disclaimer Educate staff & users Educate staff & users If you go with a downloadable IM program, such as Trillian, be sure to install software upgrades If you go with a downloadable IM program, such as Trillian, be sure to install software upgrades

Getting Started Ask: What type of service? ☼ Ask: What type of service? informal vs. formal informal vs. formal individual, library-specific, multi-library individual, library-specific, multi-library reference, liaison, teen, etc. reference, liaison, teen, etc.

Getting Started Start informally…or with a pilot project Align IM service to support lib mission, goals, programs, services, etc. Be aware of privacy issues & your local institution’s policies

IM Best Practices, Tips Use multi-program IM service Same screen name across IM accts Embed meebo me chat box on appropriate web pages Set your IM status when away

IM Best Practices, Tips Keep it simple & fun…IM is both! Encourage internal usage! Use chat logs as training tools Promotion Promotion Assessment Assessment

Promotion & Assessment Promote your IM availability to patrons, co- workers, etc. through word of mouth, web pages, press releases, signage, where ever appropriate Evaluate your IM presence: metrics, chat logs, surveys, feedback, focus groups, etc.

IT Assistance, Issues Staffing, Maintenance Model Internal Training, Promo Promotion to User Groups Assessment Measures Budget, if needed Your IM Service

Library Success: A Best Practices Wiki Fantastic resource ! ! ! IM, SMS software reviews List of libraries doing IM reference Key articles, current practice

Need Talking Points to Convince Others in Your Library ? Check out Aaron Schmidt’s Check out Aaron Schmidt’s IM Talking Points walkingpaper.org/358

IM Recap, Conclusion User preferences, norms 2.0 evolution Free Little to no IT assistance required Super simple & fun ! IM Creates: Communication Community Collaboration New Services & possibilities!!