Im In The Library


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Advocate to providing the most immediate service to our patrons.

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  • Emphasis is placed on reference work, diversity, and friendliness.
  • We want to make sure we are making an effort reaching out to all of our users and at the same time still maintain a professional friendly services either document delivery, reference, and IM.
  • Key word is busy schedule for our patrons. Our patrons are professional juggling work and study. Giving them another option of communicating with the library will only help our reputation.
  • Not to say that this is our purpose, but if IM will allow us to service our population in a more creative way, why not?
  • Communication is known to be the key to a better relationship. That’s what we want. A good relationship with all the departments we serve. Once we market this tool, our patrons will use it.
  • These are the popular chats that people are using. Most major libraries want to make sure they cover these 4 major chat spaces. Trillian, Meebo and Pidgin are softwares that will allow you cover all four chats in one package.
  • No need to ask Gelman IT to help support us if we use Meebo. No need for their assistance in downloading software. All we need is internet. Meebo allows us to chat with our users on our own website on real time.
  • To make sure all staff on the same page when dealing with patrons on line.
  • All new services need to be promoted. We want everyone to feel that we are here to service them. Service is our biggest assets so promote it.
  • For a whole month.
  • How do we feel about it, how did the patrons respond to it.
  • We need volunteers…
  • Im In The Library

    1. 1. IM Reference Maintaining quality service using cutting edge technology. Virginia Campus Library George Washington University Presented by Yawen Kang 2/16/2008
    2. 2. Virtual Reference Everyone is doing it, why not us? <ul><li>Objective: To meet the needs of the user by putting emphasis on our mission statement, “The library intends to maintain quality service using cutting edge technology in order to deliver material as speedily as possible to the library patrons.” ~ VCL mission statement. </li></ul><ul><li>Goal: To promote the service of Reference , to reach a wider diverse part of our population, and to maintain the image of friendly and accessible library service. </li></ul>
    3. 3. What? <ul><li>“ 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” (Houghton and Schmidt, 2005) </li></ul>
    4. 4. And? <ul><li>Patrons want it. </li></ul><ul><li>“ ..Student group have different needs and skills sets, all demand that the services of their library be available to them remotely and immediately, so that they may more easily fit library research into their busy schedules.” (Steiner and Long, 2007) </li></ul>
    5. 5. Plus! <ul><li>Study shows Library with IM available will have a steady dropped in In-person reference desk visits and a decline in phone references. </li></ul><ul><li>(Gordon and Stephens, 2006) </li></ul>
    6. 6. Possibilities <ul><li>Permits a new and immediate communication with not only the students but also the faculty and staff of Virginia Campus. </li></ul><ul><li>Better communication will allow us to provide outstanding services to each departments. </li></ul>
    7. 7. Check out what they are doing <ul><li>Catholic University of America </li></ul><ul><li>George Mason University </li></ul><ul><li>Georgetown University </li></ul><ul><li>American University </li></ul><ul><li>District of Columbia </li></ul><ul><li>Gelman Library </li></ul><ul><li>Gallaudet University </li></ul><ul><li>Mary Mount University </li></ul>
    8. 8. Choices? <ul><li>Gmail Chat/ GoogleTalk – we already have. </li></ul><ul><ul><li>AIM included </li></ul></ul><ul><li>MSN </li></ul><ul><li>Yahoo </li></ul>
    9. 9. MEEBO IM <ul><li>NO download </li></ul><ul><li>No installation </li></ul><ul><li>Easy access </li></ul><ul><li>Not complicated </li></ul><ul><li>User Friendly </li></ul><ul><li>Chat with library patrons on library website on real time. </li></ul>
    10. 10. So… What’s next? <ul><li>Learning Period </li></ul><ul><li>Experimenting Period </li></ul><ul><li>Training Period </li></ul><ul><li>Marketing/Promoting Period </li></ul><ul><li>Trial Period </li></ul><ul><li>Report/Review/Refine period </li></ul>
    11. 11. Learning <ul><li>Guidelines and policy need to be implemented. </li></ul><ul><li>Sign up and chat among the VCL faculty and staffs. </li></ul><ul><li>Check out </li></ul><ul><li>Deadline need to be in place for a productive outcome. (before the next staff meeting) </li></ul>
    12. 12. Experimenting Period <ul><li>Experiment and get familiarized with its functions. </li></ul><ul><li>Daily chat and IM with co-workers and friends?. </li></ul><ul><li>Voices its pros and cons. </li></ul><ul><li>Deadline for productive result. (before the next staff meeting) </li></ul>
    13. 13. Training Period <ul><li>Training Session to all VCL staff on policy and procedures. </li></ul><ul><li>Generate a reference chat rules and guidelines on servicing our patrons. </li></ul><ul><li>Play out scenario on how to juggle with daily task and new reference chat. </li></ul>
    14. 14. Market it/ Promote it! <ul><li>Make sure GW-Virginia campus departments know we are adding this innovative service to our library. </li></ul><ul><li>Present the idea to them and ask them to promote it through out the faculty and students </li></ul><ul><li>No Question is too stupid/ no service it out of our lead. We want to help. If we can’t help, we will find guide you to the right direction. </li></ul>
    15. 15. Trial Period <ul><li>Simultaneously with Marketing period. </li></ul><ul><li>Relax and have fun chatting. </li></ul><ul><li>One month of collecting statistics and review performance. </li></ul>
    16. 16. RRR <ul><li>Review </li></ul><ul><ul><li>The product </li></ul></ul><ul><ul><li>The service </li></ul></ul><ul><ul><li>The task </li></ul></ul><ul><ul><li>The patron </li></ul></ul><ul><ul><li>The librarian </li></ul></ul><ul><li>The Schedule </li></ul><ul><li>Report </li></ul><ul><ul><li>The # of usage </li></ul></ul><ul><ul><li>The patron’s response </li></ul></ul><ul><ul><li>The nature of requests. </li></ul></ul><ul><ul><li>Time log </li></ul></ul><ul><ul><li>pros and cons of IM ref. schedule </li></ul></ul>Refine by Meeting the needs of the user
    17. 17. So… Where do we begin? <ul><li>Communicating with Gelman Reference Desk. </li></ul><ul><ul><li>What are they doing? (ask Gale?) </li></ul></ul><ul><ul><li>What do they have that we can inherit? </li></ul></ul><ul><li>Communicate with Gelman IT on what we need to get approve for implementing this service. </li></ul><ul><li>A team to generate Policy and procedure (Volunteers?) </li></ul><ul><ul><li>Mission statement </li></ul></ul><ul><ul><li>Policy and guideline </li></ul></ul><ul><ul><ul><li>Different roles </li></ul></ul></ul><ul><ul><ul><ul><li>Librarian </li></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Service available through IM </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><li>Patrons </li></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Policy for lengthy reference questions. </li></ul></ul></ul></ul></ul><ul><ul><li>Procedure </li></ul></ul><ul><ul><ul><li>PC vs. Laptop </li></ul></ul></ul><ul><ul><ul><li>Rotation shift schedule </li></ul></ul></ul><ul><ul><ul><li>Software </li></ul></ul></ul><ul><ul><ul><li>Function available </li></ul></ul></ul><ul><ul><ul><ul><li>type messaging? </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Voice messaging? </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Transfer of files </li></ul></ul></ul></ul>