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Establishing an IM Service at Your Library Let’s Chat!

Establishing an IM Service at Your Library Let’s Chat!. Marlo Young libmarlo@gmail.com HLA 2006. Overview. Define IM & discuss trends Insider look at IM Practical & technical tips to consider Q&As. IM Facts. Invented in 1997 Estimated 600 million users today

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Establishing an IM Service at Your Library Let’s Chat!

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  1. Establishing an IM Service at Your LibraryLet’s Chat! Marlo Young libmarlo@gmail.com HLA 2006

  2. Overview • Define IM & discuss trends • Insider look at IM • Practical & technical tips to consider • Q&As

  3. 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 !

  4. Teens & IM75% 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

  5. 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

  6. 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.

  7. 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…..

  8. Example of Decentralized IM Service that Uses Just one IM Program

  9. Example of single librarian using IM Embedded Meebo Me chat box on contact page as well as IM contact info

  10. Example of Teen Book Club Johnson County Library

  11. Example of Mercer Univ’s IM Service

  12. Example of TFM Lib’s IM Service

  13. Example of UCSD Subject Library IM Service

  14. 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

  15. We’re 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

  16. 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.

  17. IM Programs • Single network vs. multi-network programs • Meebois the only entirely web-based, multi-network IM program & it’s free!

  18. How do I start ? ☼Meebo.com : Create IM accounts using four key IM programs: AIM, MSN, Yahoo, G’Talk ►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 don’t need IM acct

  19. 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

  20. Getting Started ☼Ask: What type of service? informal vs. formal individual, library-specific, multi-library reference, liaison, teen, etc.

  21. Getting Started • Start informally…or with a pilot project • Align IM service to support lib mission, goals, programs, services, etc. • Be aware of privacy issues & your local institution’s policies

  22. 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

  23. IM Best Practices, Tips • Keep it simple & fun…IM is both! • Encourage internal usage! • Use chat logs as training tools • Promotion • Assessment

  24. 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.

  25. Staffing, Maintenance Model Internal Training, Promo IT Assistance, Issues Your IM Service Assessment Measures Promotion to User Groups Budget, if needed

  26. Library Success: A Best Practices Wiki • Fantastic resource ! ! ! • IM, SMS software reviews • List of libraries doing IM reference • Key articles, current practice

  27. Need Talking Points to Convince Others in Your Library ? • Check out Aaron Schmidt’s IM Talking Points walkingpaper.org/358

  28. 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!!

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