establishing an im service at your library let’s chat! marlo young [email protected] hla 2006
Post on 22-Dec-2015
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TRANSCRIPT
Overview
Define IM & discuss trendsDefine IM & discuss trends
Insider look at IM Insider look at IM
Practical & technical tips to considerPractical & technical tips to consider
Q&AsQ&As
IM Facts
Invented in 1997Invented in 1997
Estimated 600 million users todayEstimated 600 million users today
More than 28 million business usersMore than 28 million business users
1 billion messages a day1 billion messages a day
IM is part of everyday life !
Teens & IM 75% IM
“Teens are technology rich & enveloped by a wired world”
IM a norm & preference
Authentic, trusted communication modalityAuthentic, trusted communication modality
Connectedness, info-sharing, social spaceConnectedness, info-sharing, social space
Pew Teens & Technology Report
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
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.
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…..
Example of single librarian using IM
Embedded Meebo Me chat box on contact page as well as IM contact info
UCSD Libs’ IM Environment
Some librarians w/individual IM accountsSome 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 PointChat Reference co-op through Question Point clunky system, limited hours, no buddy capabilitiesclunky system, limited hours, no buddy capabilities
No Real cross-library IM Service for patrons No Real cross-library IM Service for patrons
We’re Implementing a Cross-Library IM Service….
Supplements our digital ref service IM to IM referrals to Libs & librariansStaffed by non-librarians
9am-Midnight, 7days
Users can add us to their IM “buddies”!
…or use embedded chat box
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.
IM Programs
Single network vs. multi-network programsSingle network vs. multi-network programs
Meebo is the only entirely web-based, is the only entirely web-based, multi-network IM program & it’s free!multi-network IM program & it’s free!
How do I start ?
☼ Meebo.com : Create IM accounts using four : Create IM accounts using four key IM programs: AIM, MSN, Yahoo, G’Talkkey IM programs: AIM, MSN, Yahoo, G’Talk
►►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
Security Issues & IM
Unencrypted transmissionUnencrypted transmissionCan use a disclaimer Can use a disclaimer Educate staff & usersEducate staff & users
If you go with a downloadable IM program, If you go with a downloadable IM program, such as Trillian, be sure to install software such as Trillian, be sure to install software upgradesupgrades
Getting Started
☼ Ask: What type of service? Ask: What type of service?
informal vs. formalinformal vs. formal
individual, library-specific, multi-libraryindividual, library-specific, multi-library
reference, liaison, teen, etc.reference, liaison, teen, etc.
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
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
IM Best Practices, Tips
Keep it simple & fun…IM is both!
Encourage internal usage!
Use chat logs as training tools
PromotionPromotion
Assessment Assessment
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.
IT Assistance, Issues
Staffing, Maintenance Model
Internal Training, Promo
Promotion to User Groups
Assessment Measures
Budget, if needed
Your IM Service
Library Success: A Best Practices Wiki
Fantastic resource ! ! !
IM, SMS software reviews
List of libraries doing IM
reference
Key articles, current practice
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