1. IM Ref in the Fast Lane: What We’ve Learned Illinois Library Association October 14, 2005 www.homerlibrary.org/HomerILA.ppt Brian Smith Homer Township Public Library

2. What Is IM?

3. What IM Is Like Some people have described Some people have described Instant Messaging as: Instant Messaging as: “Email on steroids.” “Email on steroids.”

4. What We’ve Learned It’s more like: “Email on amphetamines.” “Chronic use can induce psychosis …”

5. Popular IM Programs  AOL Instant Messenger www.aim.com  Yahoo! Messenger messenger.yahoo.com  MSN Messenger messenger.msn.com  Google Talk www.google.com/talk

6. Popular IM Programs Software like Trillian or GAIM can be used to manage multiple IM platforms. www.trillian.ccgaim.sourceforge.net Web-based solution: www.meebo.com

7. IM = EZ  Make up a screen name and register.  Download and install the software on the computer used for IM reference. (IM clients also have Web-based options.)  Set up options (profile, buddy icon, away message, annoyance reductions, etc.).

8. Why Do IM Reference? Be available as many ways as possible:  Walk-ins.  Phone.  Fax.  Email.  Collaborative webchat service.  IM.

9. Why Do IM Reference?  87% of teens (ages 12-17) are online.  75% of online teens use instant messaging.  32% of all teens (50% of online teens) use IM every day.  24% of online teens say IM is how they prefer to communicate with friends.  78% of teens on IM have used it to talk about school work. Source: Pew Internet & American Life Project

10. Why Do IM Reference?  12% of U.S. adults use IM on a typical day.  About 80% of young adults (18-24) use IM at least occasionally.  More than 25% of online seniors (59+) use IM.  More than 30% of office employees use IM at work.  Worldwide IM traffic is projected to triple over the next 5 years. Sources: Pew Internet & American Life Project, BIGresearch, ePolicy Institute, Radicati Group.

11. Some Potential Concerns  Privacy issues.  Online safety.  Network security.  Harassment of reference staff.

12. IM at HTPL  Officially started service in February.  Only 1 of our 3 reference people really used IM before we started.  We started using only AIM.

13. IM at HTPL  IM is part of reference desk duty.  Unavailable when we’re closed, taking a break, or helping others.  On a typical day, patrons initiate about 10 or 15 IM sessions with us.

14. Use and Abuse  About half “real” questions: * Info on a subject. * Catalog lookups and renewals. * Library info (closing time, programs, etc.)  Kids who just want to chat.  “Are you a person or robot?”  Rude and annoying people.  “What’s 2+2?”

15. IM Reference Example  bRitNyH8R: hi  homerlib: hi  homerlib: do u have a question for the library?  bRitNyH8R: ya i need help with homewprk  bRitNyH8R: ^homework  homerlib: ok  bRitNyH8R: i need info on venus  homerlib: venus the planet or the goddess?  bRitNyH8R: planet  homerlib: hold on, i’ll try to find a site for u …  bRitNyH8R: k …

16. Advertising Business cards …

17. Advertising Signs …

18. Advertising Website …

19. Advertising Fliers sent to schools …

20. What We’ve Learned  Do not send fliers to every classroom on the same day! >100 IMs after school that day!

21. What We’ve Learned  Set up anti-annoyance options before starting service!

22. What We’ve Learned  Abraham Lincoln is a good buddy icon to use if you want to be told you have a really lame buddy icon.

23. Our Homemade Icon

24. What We’ve Learned  People don’t use shorthand with us as much as we thought they would. But it’s good to know some … g2g brb k

25. What We’ve Learned

27. Life in the Fast Lane

28. Danger in the Fast Lane

30. ttyl  AIM (me): homerlib17  Email: bsmith@homerlibrary.org This presentation: www.homerlibrary.org/HomerILA.ppt