I Need Help NOW! Instant Messaging Reference Service @ McNeese Rebecca Troy-Horton Jessica Hutchings McNeese State University

Before we begin… How many have used/use IM? How many have used/use IM for inter-departmental or staff communication? For reference services?

How many have used/use IM?

How many have used/use IM for inter-departmental or staff communication?

For reference services?

Huh? What’s IM? “ Instant Messaging” i.e. Instant, simultaneous text chat Add-ons like video, audio, file sharing Similar to “texting” on your cell phone but the program is on your computer.

“ Instant Messaging”

i.e. Instant, simultaneous text chat

Add-ons like video, audio, file sharing

Similar to “texting” on your cell phone but the program is on your computer.

Why should libraries IM? Virtual Reference can be costly and cumbersome (imho, lol). Concerns with QuestionPoint IM is faster and simpler for users. FREE!

Virtual Reference can be costly and cumbersome (imho, lol).

Concerns with QuestionPoint

IM is faster and simpler for users.

FREE!

Why IM? “ IM-ing” is a common form of communication for today’s college students: Pew Study To serve all users: in-house & remote To attract and serve new users We want to be where our users are: online!

“ IM-ing” is a common form of communication for today’s college students: Pew Study

To serve all users: in-house & remote

To attract and serve new users

We want to be where our users are: online!

Why IM? Because everyone and your Grandma uses it. Source: Pew Study All kinds of libraries are implementing IM Reference services: Library Success Wiki list

Because everyone and your Grandma uses it.

Source: Pew Study

All kinds of libraries are implementing IM Reference services:

Library Success Wiki list

How do I get started? Choose an “IM Client” (i.e. AIM, Yahoo, etc.) Be aware that users on different services cannot communicate with each other! Some libraries only use AIM but most provide service to AIM, Yahoo, and MSN users all at once (the “Big Three”). How do they do that?!?!

Choose an “IM Client” (i.e. AIM, Yahoo, etc.)

Be aware that users on different services cannot communicate with each other!

Some libraries only use AIM but most provide service to AIM, Yahoo, and MSN users all at once (the “Big Three”).

How do they do that?!?!

How do I get started (cont.) With Multi-protocol clients, it’s easy to provide service to these “big three” and others! (i.e. Trillian or Pidgin ) Create a library screen name:

With Multi-protocol clients, it’s easy to provide service to these “big three” and others! (i.e. Trillian or Pidgin )

Create a library screen name:

What is Trillian? Trillian is a FREE program that connects to multiple IM clients (AIM, Yahoo, MSN, and ICQ) through one interface. For a fee, (“Trillian Pro”) you can also have more IM clients included: Jabber, MySpace, Google Talk, etc.

Trillian is a FREE program that connects to multiple IM clients (AIM, Yahoo, MSN, and ICQ) through one interface.

For a fee, (“Trillian Pro”) you can also have more IM clients included:

Jabber, MySpace, Google Talk, etc.

How does it work? User Opens their regular IM client. Visits our home page to retrieve our screen name: McNeeseLibrarian Adds our IM screen name to their “buddy list” They send us an IM and we chat!

User Opens their regular IM client.

Visits our home page to retrieve our screen name: McNeeseLibrarian

Adds our IM screen name to their “buddy list”

They send us an

IM and we chat!

Coming Soon…Trillian Astra! Upcoming Web 2.0-friendly version: Trillian Astra

Upcoming Web 2.0-friendly version:

Trillian Astra

Staff Training Install Trillian on every staff computer Create your own screen names Communicate b/w staff members Become familiar with interface Advertise your own IM screen name (ex. 1 & 2 ) Install Trillian on Ref. Desk computer but don’t launch the service yet!!!

Install Trillian on every staff computer

Create your own screen names

Communicate b/w staff members

Become familiar with interface

Advertise your own IM screen name (ex. 1 & 2 )

Install Trillian on Ref. Desk computer but don’t launch the service yet!!!

Things to address before the launch: Read RUSA’s Virtual Reference Guidelines . Demonstrate IM to all staff and explain why you’re doing this. Provide training materials. Have staff practice with each other. Canned scripts for common questions? Demonstrate how to block abusive users. Create a standard away message. Pick a user icon (logo?) Do you want to keep stats? Keep transcripts for review?

Read RUSA’s Virtual Reference Guidelines .

Demonstrate IM to all staff and explain why you’re doing this.

Provide training materials.

Have staff practice with each other.

Canned scripts for common questions?

Demonstrate how to block abusive users.

Create a standard away message.

Pick a user icon (logo?)

Do you want to keep stats?

Keep transcripts for review?

Marketing/Publicizing Flyers, bookmarks, table tents, outreach events, etc. Web presence Campus email announcement Mention in instruction sessions

Flyers, bookmarks, table tents, outreach events, etc.

Web presence

Campus email announcement

Mention in instruction sessions

Concerns Viruses? (E-mail and web browsing cause more security problems than IM!) Obnoxious users? Library needs to actively secure user information (delete screen names in transcripts, delete buddy lists) Privacy concerns…issue a disclaimer?

Viruses? (E-mail and web browsing cause more security problems than IM!)

Obnoxious users?

Library needs to actively secure user information (delete screen names in transcripts, delete buddy lists)

Privacy concerns…issue a disclaimer?

Staffing McNeese IM is staffed all the hours that the Library is open. Most hours staffed by 6 Reference staff members, including one paraprofessional.

McNeese IM is staffed all the hours that the Library is open.

Most hours staffed by 6 Reference staff members, including one paraprofessional.

How much will it be used? Consider your library users and non-users, your community, etc. Consider student demographics – commuter/distance ed. vs. on campus Market, market, market!

Consider your library users and non-users, your community, etc.

Consider student demographics – commuter/distance ed. vs. on campus

Market, market, market!

Do McNeese Patrons Use It? 66 IM transactions from its launch in February through the end of June More highly used early in the term It is not used so frequently that it interferes with live reference services

66 IM transactions from its launch in February through the end of June

More highly used early in the term

It is not used so frequently that it interferes with live reference services

What do they want? User ID and PIN numbers Hours of operation All kinds of things! Let’s see some examples of archived transcripts…

User ID and PIN numbers

Hours of operation

All kinds of things!

Let’s see some examples of archived transcripts…

Patron 1 [17:34] Patron1: How Do I get to JSTOR? [17:39] McNeeseLibrarian: one moment please. [17:41] McNeeseLibrarian: ok, are you still there? [17:41] *** You have been successfully added to Patron1’s contact list. [17:41] Patron1: yeah [17:41] McNeeseLibrarian: http://library.mcneese.edu/)http://library.mcneese.edu/ [17:41] McNeeseLibrarian: Click here to get to our library website. [17:42] McNeeseLibrarian: Then underneath "research tools" you'll need to click on "find journal articles and use electronic databases" [17:42] McNeeseLibrarian: then click on "list" [17:42] McNeeseLibrarian: then scroll down to JSTOR. [17:42] McNeeseLibrarian: then you'd use your user ID and PIN to login. [17:43] Patron1: okay [17:43] McNeeseLibrarian: is that working? [17:43] Patron1: yeah i found it thank you [17:43] McNeeseLibrarian: great! [17:43] McNeeseLibrarian: I'm going to take a dinner break, and I'll be back from 7 to about 930 if you need more help! [17:44] Patron1: okay thanks Session Close (Patron1): Sun Jun 17 17:44:22 2007

[17:34] Patron1: How Do I get to JSTOR?

[17:39] McNeeseLibrarian: one moment please.

[17:41] McNeeseLibrarian: ok, are you still there?

[17:41] *** You have been successfully added to Patron1’s contact list.

[17:41] Patron1: yeah

[17:41] McNeeseLibrarian:

http://library.mcneese.edu/)http://library.mcneese.edu/

[17:41] McNeeseLibrarian: Click here to get to our library website.

[17:42] McNeeseLibrarian: Then underneath "research tools" you'll need to

click on "find journal articles and use electronic databases"

[17:42] McNeeseLibrarian: then click on "list"

[17:42] McNeeseLibrarian: then scroll down to JSTOR.

[17:42] McNeeseLibrarian: then you'd use your user ID and PIN to login.

[17:43] Patron1: okay

[17:43] McNeeseLibrarian: is that working?

[17:43] Patron1: yeah i found it thank you

[17:43] McNeeseLibrarian: great!

[17:43] McNeeseLibrarian: I'm going to take a dinner break, and I'll be back

from 7 to about 930 if you need more help!

[17:44] Patron1: okay thanks

Session Close (Patron1): Sun Jun 17 17:44:22 2007

Patron 2 [17:00] Patron2: are there tape players in the library? like there would be in a language lab? [17:03] McNeeseLibrarian: We have VCR players and a DVD but I'll call up to find out if they have tape players. [17:04] Patron2: thanks... like a cassette player [17:04] McNeeseLibrarian: They have at least one and are checking to see if they have more. [17:05] Patron2: Ok, so there are some at least... do you know if there are headphone adapters on it? [17:06] McNeeseLibrarian: I'll ask. [17:07] McNeeseLibrarian: They have only one cassette player and it does have headphones/adapters.;-) [17:07] Patron2: oh good! thank you! [17:07] McNeeseLibrarian: You're welcome. Just go to the second floor Serials Department and ask at the big 'U' shaped desk. [17:08] Patron2: ok, thanks again [17:08] McNeeseLibrarian: OK... Session Close (Patron2): Thu Mar 08 17:08:28 2007

[17:00] Patron2: are there tape players in the library? like there would be in a

language lab?

[17:03] McNeeseLibrarian: We have VCR players and a DVD but I'll call up to

find out if they have tape players.

[17:04] Patron2: thanks... like a cassette player

[17:04] McNeeseLibrarian: They have at least one and are checking to see if

they have more.

[17:05] Patron2: Ok, so there are some at least... do you know if there are

headphone adapters on it?

[17:06] McNeeseLibrarian: I'll ask.

[17:07] McNeeseLibrarian: They have only one cassette player and it does

have headphones/adapters.;-)

[17:07] Patron2: oh good! thank you!

[17:07] McNeeseLibrarian: You're welcome. Just go to the second floor

Serials Department and ask at the big 'U' shaped desk.

[17:08] Patron2: ok, thanks again

[17:08] McNeeseLibrarian: OK...

Session Close (Patron2): Thu Mar 08 17:08:28 2007

Patron 3 [14:36] Patron3: hi [14:36] McNeeseLibrarian: hi [14:37] Patron3: i am ***, a new international student from *** studying for my MBA. [14:38] McNeeseLibrarian: ok, how can I help you? [14:38] Patron3: in one of my courses, i am supposed to submit a research topic that i'll use regression analysis to carry out the data analysis [14:39] McNeeseLibrarian: ok, what class is this for? [14:39] Patron3: foundation of economic analysis [14:40] McNeeseLibrarian: so what kind of information do you need? [14:42] Patron3: i am wondering if you can help me in getting some suggested topics that are actually 'researchable" [14:42] Patron3: and can be analysed using regression analysis [14:42] McNeeseLibrarian: ok, let me think about this... [14:42] Patron3: ok [14:44] McNeeseLibrarian: because I'm not very familiar with this topic, I think you should look in the database "Business Source Complete" and search for "Regression analysis" AND economics [14:45] McNeeseLibrarian: this will give you a list of articles that people have written using regression analysis. [14:45] Patron3: ok [14:45] McNeeseLibrarian: http://library.mcneese.edu/electron/databases.htm#B)http://library.mcneese.edu/electron/tabas s.htm#B [14:45] McNeeseLibrarian: you can find the link to business source complete at that link [14:45] McNeeseLibrarian: if it asks you for a user id and PIN, let me know. [14:45] McNeeseLibrarian: unless you already know your logon information [14:46] Patron3: i have the info already [14:46] Patron3: thanks [14:46] McNeeseLibrarian: great, please let me know if this doesn't work for you. [14:46] Patron3: ok

[14:36] Patron3: hi

[14:36] McNeeseLibrarian: hi

[14:37] Patron3: i am ***, a new international student from *** studying for my MBA.

[14:38] McNeeseLibrarian: ok, how can I help you?

[14:38] Patron3: in one of my courses, i am supposed to submit a research topic that i'll use

regression analysis to carry out the data analysis

[14:39] McNeeseLibrarian: ok, what class is this for?

[14:39] Patron3: foundation of economic analysis

[14:40] McNeeseLibrarian: so what kind of information do you need?

[14:42] Patron3: i am wondering if you can help me in getting some suggested topics that are

actually 'researchable"

[14:42] Patron3: and can be analysed using regression analysis

[14:42] McNeeseLibrarian: ok, let me think about this...

[14:42] Patron3: ok

[14:44] McNeeseLibrarian: because I'm not very familiar with this topic, I think you should look in

the database "Business Source Complete" and search for "Regression analysis" AND

economics

[14:45] McNeeseLibrarian: this will give you a list of articles that people have written using

regression analysis.

[14:45] Patron3: ok

[14:45] McNeeseLibrarian: http://library.mcneese.edu/electron/databases.htm#B)http://library.mcneese.edu/electron/tabas s.htm#B

[14:45] McNeeseLibrarian: you can find the link to business source complete at that link

[14:45] McNeeseLibrarian: if it asks you for a user id and PIN, let me know.

[14:45] McNeeseLibrarian: unless you already know your logon information

[14:46] Patron3: i have the info already

[14:46] Patron3: thanks

[14:46] McNeeseLibrarian: great, please let me know if this doesn't work for you.

[14:46] Patron3: ok

Patron 4 [09:36] Patron4: There use to be a report where you could review the mcneese employees classification and pay. Is that still available at the library? [09:37] McNeeseLibrarian: Yes. Ask for the current McNeese budget at the library's Circulation desk. [09:38] Patron4: Thank you. I will come over at 1pm to review. Thank you [09:38] McNeeseLibrarian: You're welcome! Session Close (Patron4): Thu Mar 08 09:38:43 2007

[09:36] Patron4: There use to be a report where

you could review the mcneese employees

classification and pay. Is that still available

at the library?

[09:37] McNeeseLibrarian: Yes. Ask for the current

McNeese budget at the library's Circulation

desk.

[09:38] Patron4: Thank you. I will come over at

1pm to review. Thank you

[09:38] McNeeseLibrarian: You're welcome!

Session Close (Patron4): Thu Mar 08 09:38:43 2007

Future of IM Reference at McNeese Meebo !!!

Meebo !!!

i.e., Florida State University Library

Advantages of Meebo Anyone on the website can use it Web-based = no installations Users do not need a separate IM account More anonymous More visible

Anyone on the website can use it

Web-based = no installations

Users do not need a separate IM account

More anonymous

More visible

Conclusions IM Reference will not take over your department It is an additional way that we can make ourselves available to those who need us

IM Reference will not take over your department

It is an additional way that we can make ourselves available to those who need us

Questions? Contact us anytime! E-mail: rtroyhorton@mcneese.edu [email_address] IM: MSUBecca MSULibraryJess (AOL, Yahoo!, MSN)

Contact us anytime!

E-mail: rtroyhorton@mcneese.edu

[email_address]

IM: MSUBecca

MSULibraryJess

(AOL, Yahoo!, MSN)