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Exploring IM for Virtual Reference Services

Discover the UCD Reader Services' journey in implementing an Instant Messaging pilot, from initial idea to lessons learned and future possibilities. Dive into the world of IM technology and its impact on library services.

mitchellblair
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Exploring IM for Virtual Reference Services

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  1. Learning to Talk – UCD Reader Services’ Chat Pilot ServiceCathal McCauley (cathal.mccauley@ucd.ie)Presentation to LIR Annual Seminar 29 March 2007

  2. Overview • Introduction to Instant Messaging/Chat • Learning to Talk - Description of the UCD Reader Services’ Pilot • Progress to date • Lessons Learnt • The Future of Instant Messaging/Virtual Reference?

  3. What is Instant Messaging (IM) ? • Real-time computer-based communication between two or more people • Like e-mail in many ways, but very different too! • Around since 1970s but late 90s saw birth of GUI IM services, developing continuously video etc • Now used by millions daily around the world

  4. IM in UCD Library – Pilot Service • Who/Where – Level 1 Information Desk Staff in James Joyce Library • Why – To start: Personal interest, Growing importance of IT issues, Evidence of reader usage, something new! Now: part of our service – usage good, a service we want to grow • When – 6 days a week, c.9hrs a day • What – online instant information and advice

  5. Learning to Talk • Briefly presented idea at Level 1 Desk meeting early Feb 06 and later to all RS staff • Of 10 staff on roster only 2 had prior IM experience • Brief training programme organised and operational issues considered and addressed • Service launched 1 March 2006

  6. What an IM looks like….

  7. Progress to date • 160+ IMs to date, many more users have added UCD RS to their contacts list. • 92% UCD users (c70% undergraduate) • Usage pattern broadly follows that of ‘real’ info desk • Now part of ‘normal’ info desk work • Queries range from the simple to complex • Some potentially abusive IMs, nothing serious to date • Lots of positive feedback from UCD, nationally and internationally • 1 negative comment (relating to technology platform)

  8. Information Desk Queries Not to Scale

  9. UCD Library users views about IM? • 82% of users found it helpful • 86% would use the service again • 63% of non-users would use the service in the future • 65% of non-users did not use the service due to lack of awareness

  10. Lessons Learnt • Pilot useful but need to drive growth and mainstream library-wide for true potential to be realised • Staffing, marketing and technology are key considerations • IM an opportunity for spontaneous online tuition • Sustainable part of the library support mix

  11. The Future of Instant Messaging/Virtual Reference?

  12. Thank You e-mail:    Cathal.McCauley@ucd.ie web:       www.ucd.ie/library IM: ucdreaderservices@hotmail.com blog:       www.ucd.ie/library/readerservices

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