IM: Breaking Down Boundaries

Instant Messaging in Libraries

Michael Stephens - SJCPL, tametheweb.com

Aaron Schmidt - Thomas Ford Memorial Library, walkingpaper.org

Here’s What We’re Going to Tell You

• Instant Messaging (IM)

• IM at the TFML

• IM at SJCPL

• 10 Best Practices for IM in the Library

Instant Messaging Stats• IM is here! (AOL Instant Messaging Trends Survey, August ‘04)

– 80 million Americans use IM (27%)– 250 million world wide– 7 billion messages sent each day

• Pew Internet Study– 53 million American adults use instant messaging

• Kevin’s Stat from this Morning– 60% of big businesses will be Iming by the end of this

year.

Instant Messaging

• CIL 2004 Survey (2% of us!)

• Audience Survey

• Email on steroids

• Real time interaction

• Multiple competing networks

Nuts and Bolts

• Computer with Internet connection• IM program

– AOL Instant Messenger– Yahoo! Messenger– MSN Messenger– Multiple network programs

• Training and support

IM at the TFML

• -Background

• -Current IM Program

IM Conversation with Patron• patron: yah, um, how long is the Illiad/• me: pages?• patron: no, how lng would it take 2 read it?• patron: *it• me: oh, well, it depends on how fast you read! it is a GREAT book.• me: it is generally around 590 pages• patron: thts wat ive heard!• patron: WOW!!• me: well worth your time.• me: i can put it on hold for you if you like• patron: OK!!!• me: nice. what is your last name?• patron: o, [patrons last name]

We Are Happy!

• Amazing response

• Homer Township - 70 IMs first day!

• Duke Reference

TFML Stat in Library Journal

IM Success at the TFML

• Extending Presence, Creating Community / Collaboration

• Beyond Traditional Reference Model?

• Solves Problems of VR

Ethics for External IM

• Privacy– Remote– Local

• Balancing patrons– Workflow issues

IM at SJCPL

• Internal and External

• Temporary VR Replacement

• Collaboration across Library

• Community of Practice

Training/Adoption

• Easy sessions post VR training

• Some librarians take to IM

• Branch Coordinator uses the system

• Plans for iChat AV uses

Ethics for Internal IM

• Mind away messages

• Do not share confidences

• Log chats - but be transparent

• Set a good example

• Utilize the nuances of IM

Best Practices for IM in the Library

Planning & Using the Technology

Planning for the Technology

• Make IM part of your technology plan

Goals & Objectives

• Goal: Information Access

• Objective: Offer new forms of outreach

• Objective: Train a tech-savvy staff who can use various communication tools to improve workflow and service

Planning for the Technology

• Promote your screen name and service

(and make cards promoting your service)

Planning for the Technology

• Admin should be messaging as well

Planning for the Technology

• Train and encourage staff to interface via IM from their desks

Planning for the Technology

• Add your IM name to your business cards

Using the Technology

• Use a multi-network IM program

Trillian - http://www.trillian.cc/

Gaim - http://gaim.sourceforge.net/

Using the Technology

• Use away messages

Using the Technology

• Speed over perfection in typing

Using the Technology

• Use abbreviations

http://www.web-friend.com/help/lingo/chatslang.html

Using the Technology

• Use online sources only if the best answer can be given from them

Using the Technology

• Don’t panic

Implications

• Teen and Young Adult Services

• Content delivery

• Converged systems (integrated workgroups for internal decision making)

Lastly

• IM is fast

• IM is cheap

• IM is easy

Contact us

• Michael Stephens– mstephens7mac

– www.tametheweb.com– www.libraryforlife.org

• Aaron Schmidt– XXagentcooperXX

– www.walkingpaper.org– www.fordlibrary.org