Leabharlann UCD An Coláiste Ollscoile, Baile Átha Cliath, Belfield, Baile Átha Cliath 4, Eire UCD Library University College Dublin, Belfield, Dublin 4, Ireland Learning to Talk – UCD Reader Services’ Chat Pilot Service Cathal McCauley Presentation to LIR Annual Seminar 29 March 2007

Overview Introduction to Instant Messaging/Chat Learning to Talk - Description of the UCD Reader Services’ Pilot Progress to date Lessons Learnt The Future of Instant Messaging/Virtual Reference?

What is Instant Messaging (IM) ? Real-time computer-based communication between two or more people Like in many ways, but very different too! Around since 1970s but late 90s saw birth of GUI IM services, developing continuously video etc Now used by millions daily around the world

IM in UCD Library – Pilot Service Who/Where – Level 1 Information Desk Staff in James Joyce Library Why – To start: Personal interest, Growing importance of IT issues, Evidence of reader usage, something new! Now: part of our service – usage good, a service we want to grow When – 6 days a week, c.9hrs a day What – online instant information and advice

Learning to Talk Briefly presented idea at Level 1 Desk meeting early Feb 06 and later to all RS staff Of 10 staff on roster only 2 had prior IM experience Brief training programme organised and operational issues considered and addressed Service launched 1 March 2006

What an IM looks like….

Progress to date 160+ IMs to date, many more users have added UCD RS to their contacts list. 92% UCD users (c70% undergraduate) Usage pattern broadly follows that of ‘real’ info desk Now part of ‘normal’ info desk work Queries range from the simple to complex Some potentially abusive IMs, nothing serious to date Lots of positive feedback from UCD, nationally and internationally 1 negative comment (relating to technology platform)

Information Desk Queries Not to Scale

UCD Library users views about IM? 82% of users found it helpful 86% would use the service again 63% of non-users would use the service in the future 65% of non-users did not use the service due to lack of awareness

Lessons Learnt Pilot useful but need to drive growth and mainstream library-wide for true potential to be realised Staffing, marketing and technology are key considerations IM an opportunity for spontaneous online tuition Sustainable part of the library support mix

The Future of Instant Messaging/Virtual Reference?

Thank You web: IM: blog: