Connecting to Students Launching an Instant Messaging Service at Binghamton University Elizabeth Brown Binghamton Universi...
Instant Messaging at Binghamton University <ul><li>IM services at BU </li></ul><ul><li>Choosing an IM client – Trillian </...
IM services at BU <ul><li>7/2003 – 7/2004 Chat with a Librarian (QuestionPoint) </li></ul><ul><li>7/2004 – 6/2005 Ask A Li...
Choosing an IM Client <ul><li>Mac, Linux, and PC compatible </li></ul><ul><li>Security </li></ul><ul><li>Ease of Use </li>...
Service – IM Providers  <ul><li>AOL AIM </li></ul><ul><li>Yahoo! </li></ul><ul><li>MSN </li></ul><ul><li>Individual must d...
Trillian - Features <ul><li>Supports AIM, ICQ, MSN, Gtalk, and Yahoo Messenger. </li></ul><ul><li>File transferring and sh...
Trillian
 
 
 
IM Staffing <ul><li>Librarians, reference staff, student assistants </li></ul><ul><li>Staffing at reference desks and staf...
Staff Training <ul><li>Staff comfortable with online reference but not necessarily IM </li></ul><ul><li>Training session h...
Marketing –  Ask a Librarian <ul><li>Announcements </li></ul><ul><ul><li>Library homepage </li></ul></ul><ul><ul><li>Libra...
Launching IM Services <ul><li>Creating a webpage with contact information Ask a Librarian </li></ul><ul><li>Trillian confi...
 
 
How is it Going? <ul><li>Over 400 questions answered since launch </li></ul><ul><li>Most questions from AOL AIM (~90%)  </...
How is it Going? (2) <ul><li>IM Service Issues </li></ul><ul><ul><li>Adding contacts </li></ul></ul><ul><ul><li>Session co...
How is it Going? (3) <ul><li>IM Question Types </li></ul><ul><ul><li>General library information - hours, policies </li></...
Future Directions <ul><li>Meebome widget pilot  </li></ul><ul><li>Ongoing commitment to IM  </li></ul><ul><li>Who else use...
IM Transcript Analysis Project <ul><li>Evaluate data collected from IM session transcripts: </li></ul><ul><ul><li>July 200...
Assessment Outcomes <ul><li>Evaluate quality of IM service  (RUSA Behavior Guidelines) </li></ul><ul><li>Improve website d...
Transcript Analysis Project <ul><li>Created form in Access Database </li></ul><ul><li>Printed and numbered transcripts </l...
Acknowledgements <ul><li>Digital Reference Committee members: Sarah Maximiek, Erin Rushton </li></ul><ul><li>BU Libraries ...
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Connecting To Students 5 30 07

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SLA 2007 Physics Roundtable
June 5, 2007

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Connecting To Students 5 30 07

  1. 1. Connecting to Students Launching an Instant Messaging Service at Binghamton University Elizabeth Brown Binghamton University Libraries [email_address] Physics Roundtable SLA 2007 Annual Conference June 5, 2007
  2. 2. Instant Messaging at Binghamton University <ul><li>IM services at BU </li></ul><ul><li>Choosing an IM client – Trillian </li></ul><ul><li>Staffing, Training, and Marketing </li></ul><ul><li>Launching the Service </li></ul><ul><li>How is it Going? </li></ul><ul><li>Assessment / Transcript Analysis </li></ul>
  3. 3. IM services at BU <ul><li>7/2003 – 7/2004 Chat with a Librarian (QuestionPoint) </li></ul><ul><li>7/2004 – 6/2005 Ask A Librarian (Docutek VRLPlus) </li></ul><ul><li>3/2005 Libraries IM Task Force created </li></ul><ul><li>6/2005 – date Ask a Librarian (Trillian) </li></ul><ul><li>9/2005 – date Libraries’ Digital Reference Committee created </li></ul><ul><li>1/2007 – date MeeboMe widget (Firefox) </li></ul>
  4. 4. Choosing an IM Client <ul><li>Mac, Linux, and PC compatible </li></ul><ul><li>Security </li></ul><ul><li>Ease of Use </li></ul><ul><li>Popularity with library users and staff </li></ul><ul><li>Features (transcripts, scripted messages, statistics) </li></ul>
  5. 5. Service – IM Providers <ul><li>AOL AIM </li></ul><ul><li>Yahoo! </li></ul><ul><li>MSN </li></ul><ul><li>Individual must download </li></ul><ul><li>Security and management issues demanded multi-protocol IM software </li></ul>
  6. 6. Trillian - Features <ul><li>Supports AIM, ICQ, MSN, Gtalk, and Yahoo Messenger. </li></ul><ul><li>File transferring and sharing </li></ul><ul><li>Group conversations </li></ul><ul><li>Automated transcript saving (.txt file) </li></ul><ul><li>Alerts for new IM messages and users </li></ul><ul><li>Emoticons and images </li></ul><ul><li>Notification when an IM user is typing a response </li></ul><ul><li>Connectivity icon in the system tray </li></ul>
  7. 7. Trillian
  8. 11. IM Staffing <ul><li>Librarians, reference staff, student assistants </li></ul><ul><li>Staffing at reference desks and staff offices when on-call for reference </li></ul><ul><li>Begun as a pilot service to gauge workflow </li></ul><ul><li>Offered with other reference services (walk-up, phone, email) </li></ul><ul><li>Email alerts to prompt staff to log onto accounts </li></ul>
  9. 12. Staff Training <ul><li>Staff comfortable with online reference but not necessarily IM </li></ul><ul><li>Training session held with practice chat time </li></ul><ul><li>Staff encouraged to download clients and create personal IM identities </li></ul><ul><li>Staff use of IM in offices for informal communication </li></ul><ul><li>Assistance from IM TF members to help set up IM accounts </li></ul>
  10. 13. Marketing – Ask a Librarian <ul><li>Announcements </li></ul><ul><ul><li>Library homepage </li></ul></ul><ul><ul><li>Library blog </li></ul></ul><ul><ul><li>LibraryLinks (Libraries’ newsletter) </li></ul></ul><ul><ul><li>Student newpaper – Pipe Dream </li></ul></ul><ul><li>Exhibit “What’s New in the Libraries” </li></ul><ul><li>Web Link in top banner for Libraries’ website </li></ul><ul><li>Student Orientation Sessions </li></ul><ul><li>Library bookmarks </li></ul>
  11. 14. Launching IM Services <ul><li>Creating a webpage with contact information Ask a Librarian </li></ul><ul><li>Trillian configured to load automatically upon machine startup </li></ul><ul><li>Staff trained to check Trillian at start of reference shifts </li></ul><ul><li>Updated the Libraries’ Reference Services Privacy Policy </li></ul>
  12. 17. How is it Going? <ul><li>Over 400 questions answered since launch </li></ul><ul><li>Most questions from AOL AIM (~90%) </li></ul><ul><li>Repeat users </li></ul><ul><li>Positive feedback from sessions </li></ul><ul><ul><li>“ the im chat option is terrific, pass it along :) “ </li></ul></ul>
  13. 18. How is it Going? (2) <ul><li>IM Service Issues </li></ul><ul><ul><li>Adding contacts </li></ul></ul><ul><ul><li>Session connectivity </li></ul></ul><ul><ul><li>Little technical support available from IM providers </li></ul></ul><ul><li>IM Communication Challenges </li></ul><ul><ul><li>Informal environment </li></ul></ul><ul><ul><li>Lack of visual clues </li></ul></ul><ul><ul><li>Pressure to respond / complete transaction </li></ul></ul><ul><ul><li>Hanging sessions </li></ul></ul>
  14. 19. How is it Going? (3) <ul><li>IM Question Types </li></ul><ul><ul><li>General library information - hours, policies </li></ul></ul><ul><ul><li>Services - ILL, reserves </li></ul></ul><ul><ul><li>Bibliographic information – locating a specific journal, book, etc. </li></ul></ul><ul><ul><li>Technical problems – connecting to website, electronic journals </li></ul></ul><ul><li>IM User Behavior </li></ul><ul><ul><li>Many users happy to wait for a response </li></ul></ul><ul><ul><li>Many don’t say goodbye or formally end session </li></ul></ul><ul><ul><li>Users respectful of reference staff </li></ul></ul><ul><ul><li>Non-BU users </li></ul></ul>
  15. 20. Future Directions <ul><li>Meebome widget pilot </li></ul><ul><li>Ongoing commitment to IM </li></ul><ul><li>Who else uses IM on campus? </li></ul><ul><li>Analysis of session transcripts </li></ul><ul><li>Quality of IM reference services </li></ul>
  16. 21. IM Transcript Analysis Project <ul><li>Evaluate data collected from IM session transcripts: </li></ul><ul><ul><li>July 2005 – July 2006 </li></ul></ul><ul><ul><li>Statistical information </li></ul></ul><ul><ul><ul><li>Session Length </li></ul></ul></ul><ul><ul><ul><li>IM traffic </li></ul></ul></ul><ul><ul><ul><li>IM user audience </li></ul></ul></ul><ul><ul><li>Types of Questions </li></ul></ul><ul><ul><li>Library resources used during sessions </li></ul></ul>
  17. 22. Assessment Outcomes <ul><li>Evaluate quality of IM service (RUSA Behavior Guidelines) </li></ul><ul><li>Improve website design and navigation </li></ul><ul><li>Evaluate IM staffing levels </li></ul><ul><li>Create FAQs or other aids </li></ul><ul><li>Determine need for electronic reference sources </li></ul><ul><li>Anticipate future training needs </li></ul>
  18. 23. Transcript Analysis Project <ul><li>Created form in Access Database </li></ul><ul><li>Printed and numbered transcripts </li></ul><ul><li>Created coding guide for form </li></ul><ul><li>Tested 30 transcripts </li></ul><ul><li>Solicited reference volunteers to evaluate transcripts </li></ul>
  19. 24. Acknowledgements <ul><li>Digital Reference Committee members: Sarah Maximiek, Erin Rushton </li></ul><ul><li>BU Libraries Reference Staff </li></ul><ul><li>College & Undergraduate Libraries </li></ul><ul><li>Brown, Elizabeth, Maximiek, Sarah, and Rushton, Erin, Connecting to Students: Launching an Instant Messaging Reference at Binghamton University, College & Undergraduate Libraries, 13 (4) 31 – 42. </li></ul><ul><li>http://eprints.rclis.org/archive/00008769/ </li></ul><ul><li>http://www.slideshare.net/ </li></ul>

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