2. Welcome!  Workshop objectives:  WHAT is instant messaging?  WHY are we using it in the library?  HOW can your library get involved?

4. What is instant messaging?  Main purpose: one-on-one, real-time messaging over the Internet  Ancillary functions: File transfers, chat rooms, voice over IP  Most commonly referred to as IM, which can be a noun (“Are you logged into IM?”) or a verb (“IM me!”)  IM equivalent of an email address is your screen name (or buddy name)

5. What is IM? (continued)  Typically accomplished through a small, free program you download and install on your computer  There are also web-based versions, notably AIM Express, that can be used through a browser with no additional software  How are messages sent?  Manually typing in another user’s screen name  Clicking a name on your buddy list

6. Different kinds of IM  IRC (Internet Relay Chat) is grandaddy of IM—introduced in 1988  AOL Instant Messenger (AIM) is, by far, the most widely used IM service  Yahoo and MSN also offer messaging services (and will soon be interoperable)  Google Talk is new player (and Google recently integrated it into gmail)

7. So how to pick a service?  Good news: you don’t have to choose just one!  IM aggregator programs like Trillian and meebo allow you to sign in to multiple services simultaneously  If using multiple services, try to get the same screen name across services

9. Who is instant messaging  Among undergrads, almost everybody  July 2005 Pew Report (“Internet and American Life Project”)  42% of adults use IM  75% of teens aged 12-17  IM preferred to email  November 2005 cnet poll  66% of 13- to 21-year-olds say they send more IMs than emails

10. Going where our patrons are  We’re at their fingertips—if they add us to their buddy list, they can be talking to us in one click  Builds relationships with users  IM is user-centered. “Users aren’t required to enter into an alienating librarian-designed environment to receive assistance.” (“Web-Based Chat vs. Instant Messaging,” Sarah Houghton and Aaron Schmidt, Online July/August 2005)

11. IM vs. Docutek Chat  IM performance is superior in most cases:  Initiating sessions  Interaction with users  Reliability  Cost  Docutek does offer workflow advantages

12. IM vs. Docutek (2) Getting started  Docutek: Have to log in, entering personal information each time, and then wait for the sluggish interface to load  IM: User simply opens IM program and types message Messaging  Docutek: There is a substantial and disorienting lag between when message is sent and when it appears on the other end. No feedback as to when other person is typing.  IM: Message appears at the other end virtually instantaneously, and you can see when the other person is typing. End result: interactions are much more fluid and feel more like a conversation.

13. IM vs. Docutek (3)  Reliability  Docutek: Periodically freezes, sometimes doesn’t notify when a new patron is in queue, is picky about certain browser configurations  IM: Very stable, browser-independent  Cost  Docutek: Substantial yearly maintenance fee  IM: Free! (nominal cost for Trillian Pro software)

14. IM vs. Docutek (4) Workflow management  Docutek: allows queuing of patrons when there are multiple patrons  Docutek: allows multiple libraries/librarians to monitor the same queue and answer incoming calls  These features distribute questions and decrease stress at busy times  IM: No queuing, no sharing of queues. One login per buddy name = that call is for you!

15. So why are we still offering Docutek chat at all?  Allows for distributed pool of answerers for a single queue of patrons (vs. IM, which only allows you to be logged in under a particular screen name on one machine at a time)  For users who don’t have IM software and don’t want to use web-based IM (which still requires an account with an IM provider)  Better info for librarians before initiating chat

16. IM as an office tool  IM isn’t just useful for talking to patrons— library staff can use it to talk to each other  AOL Survey on AIM use in the workplace: Screen name on your business card? Avoid difficult in-person interactions?  As of September 2004, 21% of Americans used IM at work (“How Americans Use Instant Messaging,” Pew Report) http://www.pewinternet.org/pdfs/PIP_Instantmessage_Report.pdf

18. Source: “Parents Fret That Dialing Up Interferes With Growing Up,” New York Times, October 23, 2005

19. Lingo  Common fear is that IM-speak will be indecipherable  In our experience, users keep abbreviations and slang to a minimum  All-lowercase typing is typical, and allows for a speedier conversation

20. Viruses and SPIM  As with email, viruses and junkmail can be transmitted via IM.  Also as with email, the antivirus software that is standard on all library machines protects against most threats.  To get infected while using IM, you typically need to either click on a link or accept a file transfer. Neither of these things should come up in the course of a normal library IM session.  SPIM=IM spam. Nowhere near as bad as email, but occasionally a commercial message will pop up. Just ignore these, and don’t click any links.

21. Privacy: Yours and the patron’s  When signing up for an IM account, avoid providing unnecessary personal information  Like email, regular IMing is about as secure as sending a postcard through the mail, so exercise common sense and don’t send anything highly personal or confidential via IM  Transcripts of chats are stored on both your local machine and, presumably, on the IM service’s servers

22. Is instant messaging difficult?  IM software is extremely easy to use  If you can type and click a button, and occasionally copy and paste a link, you can IM  Speed of transactions (“Will I be able to type fast enough?”)  One study found that IMers have an average of 2.7 conversations going at once—so don’t panic!

24. Library: Is IM a library service? Patrons: Yes!  April 2005: IM volume was more than double Chat. Overall virtual reference questions increased by 40% over April 2004

25. Who is using IM at UIUC?  85% of our IM questions come from UIUC Undergrads  11% graduate students  1.5% faculty/staff  3% other (alumni, public, etc.)

26. What are they asking?  Data analysis for IM is on-going  For Chat the same questions as in-person  35% research assistance  30% finding known items  Other categories of questions  Online access troubleshooting  Citation assistance/Refworks  Different than questions we receive via email  Preference for research assistance is “live”

27. When are we busy? (Sept 2005)

28. Concerns with adding IM: Could we do more? YES  We were (a little) nervous  Staff were (mostly) willing  Training was easy – interface is easy  Overall staff at all levels like IM: easy to use and grateful patrons BUT   Volume of IM is high  Some stress with multiple IMs  IM only logged in once per library – can’t share the work among available staff or between libraries

29. Why Chat and IM?  36% of Chat users are UIUC graduate students (vs. 11% of IM users)  10% of Chat users are UIUC faculty (vs. 1.5% of IM users)  Chat vastly preferred by unaffiliated users with questions about UIUC’s library.  During the summer, when campus has a smaller number of undergrads, Chat volume surpassed IM volume. (2:1 in July)  Bottom-line: faculty and graduate students (not yet) using IM. No one is likely to start using IM just to ask us a question.

31. UIUC IM Service Model  Staffed concurrently with other reference services  Separate Accounts (“Buddy Names”) on central page  User Selects “Buddy” they want to contact  Trillian software (AIM, MSN, Yahoo, Google)

32. UIUC IM Service Model  Role of Ask-A-Librarian page  Referrals and Consultations  No built-in referral mechanism (yet)  Departmental Collections  Often call other libraries  Refer to email (central and departmental)  Users expect full-text, but accept referrals

33. Other Possible Service Models  On Desk (concurrent)  Same hours as regular reference service  Can be too busy  In office (1)  Select hours advertised on unit website  Can share between units (divisional service)  In office (2)  “Office Hours”  Advertise through BI sessions

34. Promoting IM  Promote your screen name and service  Admin should be messaging as well  Train and encourage staff to communicate via IM from their desks  Add your IM name to your business cards from Aaron Schmidt presentation, “Having a telephone” http://www.walkingpaper.org/presentation/havingaphone/ http://www.walkingpaper.org/presentation/havingaphone/

35. Other Possible Service Models  Use us. Please.  Include link to Ask-A-Librarian page with unit email and telephone information  Central service will refer back to unit when applicable (see: http://www.library.uiuc.edu/cpsdev/altnav/ask_mockup.htm )http://www.library.uiuc.edu/cpsdev/altnav/ask_mockup.htm  Main Ask A Librarian page can list all services

36. Recommended reading  Abram, Stephen. “Twenty Reasons to Love IM.” Information Outlook, October 2004, 8(1), p. 40-42.  Houghton, Sarah and Aaron Schmidt. “Web-Based Chat vs. Instant Messaging.” Online, July/Aug 2005, 29(4), p. 26-30.  “Online Safety/Security FAQ.” AOL Instant Messenger Help Page. http://www.aim.com/help_faq/security/faq.adp?aolp= http://www.aim.com/help_faq/security/faq.adp?aolp=  Spanbauer, Scott et al. “A Grown-Up’s Guide to Instant Messaging.” PC World, March 2004, 22(3), p. 168-170.