Establishing an IM Service

at Your LibraryLet’s Chat!

Marlo Younglibmarlo@gmail.com

HLA 2006

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 Decentralized IM Service

that Uses Just one IM Program

Example of single librarian using IM

Embedded Meebo Me chat box on contact page as well as IM contact info

Example of Teen Book Club Johnson County Library

Example of Mercer Univ’s IM Service

Example of TFM Lib’s IM Service

Example of UCSD Subject Library IM Service

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

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!!