1. Establishing an IM Service at Your Library Let’s Chat! Marlo Young libmarlo@gmail.com HLA 2006

2. 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

3. 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 !

4. 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

5. 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

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

8. 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…..

9. Example of Decentralized IM Service that Uses Just one IM Program

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

11. Example of Teen Book Club Johnson County Library

12. Example of Mercer Univ’s IM Service

13. Example of TFM Lib’s IM Service

14. Example of UCSD Subject Library IM Service

15. 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

16. 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

17. 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.

18. 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

19. 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

20. 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

21. 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.

22. 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

23. 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

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

25. 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.

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

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

28. 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

29. 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!!