establishing an im service at your library let’s chat!
DESCRIPTION
Establishing an IM Service at Your Library Let’s Chat!. Marlo Young [email protected] HLA 2006. Overview. Define IM & discuss trends Insider look at IM Practical & technical tips to consider Q&As. IM Facts. Invented in 1997 Estimated 600 million users today - PowerPoint PPT PresentationTRANSCRIPT
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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
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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 !
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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
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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
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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.
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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…..
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Example of Decentralized IM Service
that Uses Just one IM Program
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Example of single librarian using IM
Embedded Meebo Me chat box on contact page as well as IM contact info
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Example of Teen Book Club Johnson County Library
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Example of Mercer Univ’s IM Service
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Example of TFM Lib’s IM Service
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Example of UCSD Subject Library IM Service
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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
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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
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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.
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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!
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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
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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
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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.
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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
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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
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IM Best Practices, Tips
Keep it simple & fun…IM is both!
Encourage internal usage!
Use chat logs as training tools
PromotionPromotion
Assessment Assessment
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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.
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IT Assistance, Issues
Staffing, Maintenance Model
Internal Training, Promo
Promotion to User Groups
Assessment Measures
Budget, if needed
Your IM Service
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Library Success: A Best Practices Wiki
Fantastic resource ! ! !
IM, SMS software reviews
List of libraries doing IM
reference
Key articles, current practice
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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
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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!!