IM Ref in the Fast IM Ref in the Fast Lane: Lane: What We’ve Learned What We’ve Learned Illinois Library Association Illinois Library Association October 14, 2005 October 14, 2005 www.homerlibrary.org/HomerILA.ppt www.homerlibrary.org/HomerILA.ppt Brian Smith Brian Smith Homer Township Public Library Homer Township Public Library
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IM Ref in the Fast Lane:IM Ref in the Fast Lane:What We’ve LearnedWhat We’ve Learned
Illinois Library AssociationIllinois Library AssociationOctober 14, 2005October 14, 2005
www.homerlibrary.org/HomerILA.pptwww.homerlibrary.org/HomerILA.ppt
Brian SmithBrian SmithHomer Township Public LibraryHomer Township Public Library
What Is IM? What Is IM?
What IM Is LikeWhat IM Is Like
Some people have describedSome people have described
Instant Messaging as:Instant Messaging as:
“ “Email on steroids.”Email on steroids.”
What We’ve LearnedWhat We’ve Learned
It’s more like:It’s more like:
““Email on amphetamines.”Email on amphetamines.”
““Chronic use can induce Chronic use can induce psychosis …”psychosis …”
Popular IM ProgramsPopular IM Programs
AOL Instant MessengerAOL Instant Messengerwww.aim.comwww.aim.com
Yahoo! MessengerYahoo! Messengermessenger.yahoo.commessenger.yahoo.com
MSN MessengerMSN Messengermessenger.msn.commessenger.msn.com
Google TalkGoogle Talkwww.google.com/talkwww.google.com/talk
Popular IM ProgramsPopular IM Programs
Software like Trillian or Software like Trillian or GAIM can be used to GAIM can be used to manage multiple IM manage multiple IM platforms.platforms.
www.trillian.ccwww.trillian.cc
gaim.sourceforge.netgaim.sourceforge.net
Web-based solution:Web-based solution:
www.meebo.comwww.meebo.com
IM = EZIM = EZ
Make up a screen name and register.Make up a screen name and register.
Download and install the software on the Download and install the software on the computer used for IM reference. (IM clients computer used for IM reference. (IM clients also have Web-based options.)also have Web-based options.)
Set up options (profile, buddy icon, away Set up options (profile, buddy icon, away message, annoyance reductions, etc.).message, annoyance reductions, etc.).
Why Do IM Reference?Why Do IM Reference?
Be available as many ways as possible:Be available as many ways as possible:
Walk-ins.Walk-ins. Phone.Phone. Fax.Fax. Email.Email. Collaborative webchat service.Collaborative webchat service. IM.IM.
Why Do IM Reference?Why Do IM Reference? 87% of teens (ages 12-17) are online.87% of teens (ages 12-17) are online. 75% of online teens use instant 75% of online teens use instant
messaging. messaging. 32% of all teens (50% of online teens) use 32% of all teens (50% of online teens) use
IM every day.IM every day. 24% of online teens say IM is how they 24% of online teens say IM is how they
prefer to communicate with friends.prefer to communicate with friends. 78% of teens on IM have used it to talk 78% of teens on IM have used it to talk
about school work.about school work.
Source: Pew Internet & American Life ProjectSource: Pew Internet & American Life Project
Why Do IM Reference?Why Do IM Reference? 12% of U.S. adults use IM on a typical day.12% of U.S. adults use IM on a typical day. About 80% of young adults (18-24) use IM About 80% of young adults (18-24) use IM
at least occasionally.at least occasionally. More than 25% of online seniors (59+) use More than 25% of online seniors (59+) use
IM.IM. More than 30% of office employees use IM More than 30% of office employees use IM
at work.at work. Worldwide IM traffic is projected to triple Worldwide IM traffic is projected to triple
over the next 5 years.over the next 5 years.
Sources: Pew Internet & American Life Project, BIGresearch, ePolicy Institute, Radicati Group.Sources: Pew Internet & American Life Project, BIGresearch, ePolicy Institute, Radicati Group.
Some Potential ConcernsSome Potential Concerns
Privacy issues.Privacy issues.
Online safety.Online safety.
Network security.Network security.
Harassment of reference staff.Harassment of reference staff.
IM at HTPLIM at HTPL
Officially started service in February.Officially started service in February.
Only 1 of our 3 reference people Only 1 of our 3 reference people really used IM before we started.really used IM before we started.
We started using only AIM.We started using only AIM.
IM at HTPLIM at HTPL
IM is part of reference desk duty.IM is part of reference desk duty.
Unavailable when we’re closed, Unavailable when we’re closed, taking a break, or helping others.taking a break, or helping others.
On a typical day, patrons initiate On a typical day, patrons initiate about 10 or 15 IM sessions with us.about 10 or 15 IM sessions with us.
Use and AbuseUse and Abuse
About half “real” questions:About half “real” questions:* Info on a subject.* Info on a subject.* Catalog lookups and renewals.* Catalog lookups and renewals.* Library info * Library info (closing time, programs, etc.)(closing time, programs, etc.)
Kids who just want to chat.Kids who just want to chat. ““Are you a person or robot?”Are you a person or robot?” Rude and annoying people.Rude and annoying people. ““What’s 2+2?”What’s 2+2?”
IM Reference ExampleIM Reference Example bRitNyH8R: hibRitNyH8R: hi homerlib: hihomerlib: hi homerlib: do u have a question for the library?homerlib: do u have a question for the library? bRitNyH8R: ya i need help with homewprkbRitNyH8R: ya i need help with homewprk bRitNyH8R: ^homeworkbRitNyH8R: ^homework homerlib: okhomerlib: ok bRitNyH8R: i need info on venusbRitNyH8R: i need info on venus homerlib: venus the planet or the goddess?homerlib: venus the planet or the goddess? bRitNyH8R: planetbRitNyH8R: planet homerlib: hold on, i’ll try to find a site for u …homerlib: hold on, i’ll try to find a site for u … bRitNyH8R: kbRitNyH8R: k … …
AdvertisingAdvertising
Business cards …Business cards …
AdvertisingAdvertising
Signs …Signs …
AdvertisingAdvertisingWebsite …Website …
AdvertisingAdvertising
Fliers sent to schools …Fliers sent to schools …
What We’ve LearnedWhat We’ve Learned
Do Do notnot send fliers to send fliers to every classroom on the every classroom on the same day!same day!
>100 IMs after school>100 IMs after schoolthat day!that day!
What We’ve LearnedWhat We’ve Learned
Set up anti-annoyance Set up anti-annoyance options options beforebefore starting starting service!service!
What We’ve LearnedWhat We’ve Learned
Abraham Lincoln is a good buddy Abraham Lincoln is a good buddy icon to use if you want to be told icon to use if you want to be told you have a really lame buddy icon.you have a really lame buddy icon.
Our Homemade IconOur Homemade Icon
What We’ve LearnedWhat We’ve Learned
People don’t use shorthand People don’t use shorthand with us as much as we with us as much as we thought they would. thought they would.
But it’s good to know But it’s good to know somesome … …
g2g brb kg2g brb k
What We’ve LearnedWhat We’ve Learned
What We’ve LearnedWhat We’ve Learned
Life in the Fast LaneLife in the Fast Lane
Danger in the Fast LaneDanger in the Fast Lane
Danger in the Fast LaneDanger in the Fast Lane
ttylttyl AIM (me): AIM (me): homerlib17homerlib17 Email: Email: [email protected]@homerlibrary.org
This presentation:This presentation:
www.homerlibrary.org/HomerILA.pptwww.homerlibrary.org/HomerILA.ppt
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