Instant Messaging in Libraries

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Instant Messaging in Libraries
Fast, Cheap and Easy!

• Aaron Schmidt - Thomas Ford Memorial Library,
  walkingpaper.org

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Heres What Im Going to Tell You

• Instant Messaging (IM)
• IM at the TFML
• IM at SJCPL
• 10 Best Practices for IM in the Library

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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
  and its appeal is especially apparent among
  young adults and technology enthusiasts.
• Teens and Technology - must read!
• http//www.pewinternet.org/pdfs/PIP_Teens_Tech_Jul
  y2005web.pdf

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Instant Messaging

• CIL 2004 Survey (2!)
• Audience Survey
• Email on steroids
• Real time interaction
• Multiple competing networks

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Nuts and Bolts

• Computer with Internet connection
• IM program
• AOL Instant Messenger
• Yahoo! Messenger
• MSN Messenger
• Multiple network programs
• Training and support

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IM at the TFML

• -background
• -problem/solution
• -success

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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

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Interacting with an Adult

• 1710 patron Can you help check on a request
  that has taken some time?
• 1711 thommyford yep
• 1711 thommyford what kind of request
• 1711 thommyford ?
• 1711 patron it was for chopin audio discs
  under my name gives name
• 1712 thommyford is this for an article or
  book?
• 1712 patron audio disc
• 1712 thommyford ok, is last name your last
  name?
• 1712 patron yes
• 1713 patron it's strange ,,should be coming
  from Alsip but shows "on shelf"
• 1713 patron for past two weeks
• 1713 thommyford hmm, maybe they have lost it
  or something. lemme check here
• 1713 patron thanks
• 1713 thommyford may i have your first name
  please?
• 1713 patron gives first name
• 1717 thommyford i think i know what the issue
  is.
• 1718 thommyford you're requested a 10 CD set,
  and perhaps alsip won't send them all at once.
• 1718 thommyford i will call them now and
  straighten this out.
• 1718 thommyford how can i contact you once i
  speak to them?

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TFML Stat in Library Journal
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Ethics for External IM

• Privacy
• Remote
• Local
• Balancing patrons
• Workflow issues

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IM at SJCPL

• External
• Extensive Training
• Temporary VR Replacement

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Training/Adoption

• Easy sessions post VR training
• Some librarians take to IM

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Ethics for Internal IM

• Mind away messages
• Do not share confidences

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Best Practices for IM in the LibraryPlanning
Using the Technology
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Planning for the Technology

• Make IM part of your technology plan
• Promote your screen name and service
• Admin should be messaging as well
• Train and encourage staff to interface via IM
  from their desks
• Add your IM name to your business cards

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(and make cards promoting your service)
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Using the Technology

• Use a multi-network IM program
• Use away messages
• Speed over perfection in typing
• Use abbreviations
• Use online sources only if the best answer can be
  given from them

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Trillian - http//www.trillian.cc/ Gaim -
http//gaim.sourceforge.net/
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http//www.web-friend.com/help/lingo/chatslang.htm
l
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Using the Technology

• Dont panic

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Implications

• Teen and Young Adult Services
• Content delivery

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IM is user centered

• Contrast with Web-based chat
• Barrier to entry
• Security
• Cost
• IM creates community connections

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Lastly

• IM is fast
• IM is cheap
• IM is easy

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Contact

• Aaron Schmidt
• XXagentcooperXX
• www.walkingpaper.org
• www.fordlibrary.org