Establishing an IM Service at Your Library Let

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Establishing an IM Service at Your LibraryLets
Chat!

• Marlo Young
• libmarlo_at_gmail.com
• HLA 2006

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Overview

• Define IM discuss trends
• Insider look at IM
• Practical technical tips to consider
• QAs

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IM Facts

• Invented in 1997
• Estimated 600 million users today
• More than 28 million business users
• 1 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 modality
• Connectedness, 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 Univs IM Service
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Example of TFM Libs 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 accounts
• Some subject libraries w/IM Services (2)
• Chat Reference co-op through Question Point
• clunky system, limited hours, no buddy
  capabilities
• No Real cross-library IM Service for patrons

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Were Implementing a Cross-Library IM Service.

• Supplements our digital ref service
• IM to IM referrals to Libs librarians
• Staffed 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 programs
• Meebo is the only entirely web-based,
  multi-network IM program its free!

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How do I start ?

• Meebo.com Create IM accounts using four key
  IM programs AIM, MSN, Yahoo, GTalk
• ?try to get the same acct name for all
• Meebo Me creates chat box widget(s)
• ?to embed a chat box on any webpage
• users dont need IM acct

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Security Issues IM

• Unencrypted transmission
• Can use a disclaimer
• Educate staff users
• If you go with a downloadable IM program, such as
  Trillian, be sure to install software upgrades

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Getting Started

• Ask What type of service?
• informal vs. formal
• individual, library-specific, multi-library
• reference, liaison, teen, etc.

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Getting Started

• Start informallyor with a pilot project
• Align IM service to support lib mission, goals,
  programs, services, etc.
• Be aware of privacy issues your local
  institutions 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 funIM is both!
• Encourage internal usage!
• Use chat logs as training tools
• Promotion
• 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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Staffing, Maintenance Model
Internal Training, Promo
IT Assistance, Issues
Your IM Service
Assessment Measures
Promotion to User Groups
Budget, if needed
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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 Schmidts
• 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!!