1. INNOVATIVE WAYS PATRONS CAN ASK A LIBRARIAN USING IM, TEXTING, TWITTER, AND VOIP Danielle Theiss-White gisellert1987.wordpress.com

3. Why IM? Why Text? Why Tweet? “Libraries that cling to traditional models of operation or elect to maintain the status quo will proceed slowly and laboriously…, relating less and less to their customers, and ultimately losing the support needed to continue operations.” –Darlene Weigand

4. Because they are popular The ECAR Study of Undergraduate Students and Information Technology (2009).

5. Patrons like IM Reference

6. Patrons Like IM Reference Findings 340 respondents 82% said IM is very good method for getting help 82% said answers were very helpful. 12 % said answers were fairly helpful.

7. How can your users connect with you?

8. IM techtreak.com

9. Meebo – Patron View

10. When someone is logged into the Meebo account: When no one is logged into the Meebo account:

11. Meebo – Patron View Click anywhere on the image A pop-out chat window will open.

12. Meebo – Operator View Accounts being monitored: Chat windowStatus message:Buddy list:

13. Widgets  Ask a Librarian Page

14. Widgets  Catalog Page

15. Widgets  K-State Online Page

16. Widgets  K-State Libraries Facebook Page

17. Widgets  Database Page

18. Challenges

19. Libraryh3lp

20. Libraryh3lp Webchat Staff Side

21. Texting

22. Twitter

24. Nebraska Library Commission

25. http://www.textalibrarian.com/mobileref/our-post-to-twitter-button-and-why-its-good-for-you-hint-its-marketing/

26. VoIP

27. Future or Present? Kim Griggs, Laurie M. Bridges, Hannah Gascho Rempel. library/mobile: Tips on Designing and Developing Mobile Web Sites. Code4Lib. Issue 8, 2009-11-23. http://journal.code4lib.org/articles/2055Issue 8, 2009-11-23

28. Staff Training  Reference batting practice  Yearly refreshers on virtual reference tips and the Reference Interview process in an online environment  Wiki training documentation

30. Assessing VR Services  Track transaction numbers over time. IM Transactions by Month and Year, January 2007 through May 2009

31. Optimizing Staffing  If the information is available, calculate the average number of minutes spent answering IM questions per hour for each hour and day of the week.

32. Marketing Virtual Reference Services

33. Resources http://www.libsuccess.org/index.php?title=Online_Reference

34. Resources

35. http://www.libsuccess.org/index.php?title=Twitter

36. Resources http://www.libsuccess.org/index.php?title=VoIP

37. Resources http://www.techsmith.com/jing/

38. Conclusion and Questions?