11-IM in the library

I really like the idea of having IM for staff and customers. I copied some things I thought were interesting and relevant to the discussion from the articles I read on-line. They are below.

IM Me
Instant messaging may be controversial, but remember, we also debated telephone reference
By Aaron Schmidt & Michael Stephens -- Library Journal, 4/1/2005

Training, scheduling, and promotion are all key to implementing an IM reference service.

Instant messaging isn't going to replace other forms of communication. But it can make your reference services relevant to a whole new group of users, while serving existing users even better. Says Houghton, "IM results in patrons getting better service, while illustrating again the vital role librarians play in providing information that the search engines cannot fulfill."

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Best Practices for IM
Use a multinetwork IM program. There are competing IM networks for users, with AOL Instant MessengerSM, MSN Messenger, and Yahoo! Instant Messenger the leaders. A user of one network can't communicate with someone on another network. Trillian for Windows (http://www.trillian.cc/) and Gaim (http://gaim.sourceforge.net/) for other operating systems let you operate on multiple networks simultaneously.

Send descriptive links instead of URLs. Most IM programs have an easy way to create a hyperlink. Instead of pasting a long URL into the conversation, create a link describing the content of the page you are recommending (e.g., "Demographic info of Berlin" or "Link to book review").

Employ away messages. It's poor service not to explain why there is no response.


Create a profile. It's a great way to convey information about the library and increase your online presence.


Accept imperfection. Notice a typo 30 characters back? Don't correct it. Most words are easily recognizable through context, and typos are accepted—if not expected—in this medium.
Use abbreviations. Most online users save keystrokes with acronyms. Get used to it. Many people know that "LOL" means "laugh out loud" but what about "FWIW"? Google it. Of course, YMMV.


Never panic. Speed is important, but don't feel rushed.


Try to use only online sources. But don't be afraid to tell people they'll need to come to the library. Also, be willing to scan a print document to PDF and send via email.


Load IM software on public PCs. Let users online in the library get help without having to go to the reference desk.

September 28, 2006
Instant Messaging Tools and Technology: A Mini-Guide
What is Instant Messaging?
Kolabora.com
posted by Robin Good on Thursday, September 28 2006

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The above web page article offers so many choices of programs to use, it’s wonderful and confusing all at the same time.


Library Technology Guides
Key resources in the field of Library Automation

Emphasis added by me.



While I observe a trend of instant messaging displacing e-mail for personal communications and a growing trend toward its use in the corporate realm, I see some sluggishness in organizations like libraries adopting it for internal business communications. I'm not suggesting that librarians start using IM for its own sake but that they become aware that other types of organizations find it an attractive medium for certain kinds of exchanges.


I wonder: If library workers used IM among themselves, would they be more comfortable with using chat-based VR to "talk" with patrons who have much more experience with IM?

My answer to the above question, yes. I think it would and would facilitate quick and easy communication amongst co-workers thoughout the system. Would it be used for personal use? Yes, I am sure it would be just as email and the telephone are. But, would it be abused to any further extent than the afore mentioned? No, not in my opionion and if an employee did abuse it action could be taken against them by a supervisor just as it would in any situation when an employee is spending too much time on personal things and not work.

Computers in Libraries [November / December 2003]
Instant messaging: it's not just for kids anymore
Breeding, Marshall.
Copyright (c) 2003 Information Today
http://www.librarytechnology.org/ltg-displaytext.pl?RC=10779

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In all, I really hope we can get IM in regular practice throughout the system. I believe it would be beneficial for customers as well as employees.