Instant Message Reference Overview

1
Instant Message Reference Overview

• David FreeGPC Libraries Reference Committee
• 6/21/05

2
Introduction

• Distance Learning Committee starting to use IM to
  provide virtual reference services to distance
  learning students
• Previous discussion of GPC using a commercial VR
  service like 24/7
• Potential trial of IM reference for all GPC users
  over Summer and Fall semesters

3
Whats IM Anyway?

• IM stands for Instant Messaging
• Real time online chat using messenger programs
  like AOL IM, MSN Messenger, Yahoo Messenger etc.

4
Why Should We Use IM?

• Another tool to provide assistance to users
• Not designed to take away from existing services
• Use of technology to reach users just like email
  and telephone reference
• Cheaper than commercial VR products like 24/7 or
  QuestionPoint
• IM already familiar to many users so they wont
  have to learn another unfamiliar chat system

5
Why Should We Use IM?

• Pew Internet and American Life Project report
• More than 4 in 10 adult Internet users use IM (53
  million people)
• 24 of those people use IM more than email
• 46 of GenY/ Millennials use IM more than email
• 32 of IM users multitask on computer while
  chatting(ie chat with librarian and do
  research)Source http//www.pewinternet.org/PPF/r
  /133/report_display.asp

6
Why Should We Use IM?

• Survey of UNLV library users by Sherri Vokey
• 91.8 use IM
• Only 11.3 had used the UNLV commercial VR
  service
• 87.5 said they would use IM to get assistance
  from the library if offeredSource
  http//blog.uwinnipeg.ca/schwagbag/archives/2005/0
  5/imers_not_digit_2.html

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How Are We Going To Do It?

• Trillian
• Multiplatform program that allows chat with users
  of all major IM services
• One set of usernames not separate by campus
• Status indicators show when were online

8
How Are We Going To Do It?
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How Are We Going To Do It?

• Voluntary participation
• Service hours and schedule determined by
  availability of participants
• Collect statistics and determine if there is a
  need/ desire to continue service after trial
• Present proposal to Directors to make permanent
  in Winter we if want to continue

10
I Want To Participate!

• Excellent!
• Detailed training/ practice on messaging in
  general and doing reference interviews online
  will be provided
• Contact David Free at dfree_at_gpc.edu or screen
  name listenupgpc on Yahoo Messenger
• Questions?
• We will discuss and demo at the next Reference
  Committee meeting