Presentation for the University of Michigan StaffWorks Technology & Best Practices Conference 2011. Presented by: Karen A. Reiman-Sendi, Julie Piacentine, and Barbara Beaton.

1. Can U Help?
How to Deliver an Instant Messaging
Service to Improve Communication with
Your Customers
U-M StaffWorks Technology & Best Practices Conference 2011
Presented by:
Karen A. Reiman-Sendi, Julie Piacentine, Barbara Beaton

2. Presentation Points
• Instant messaging (IM) overview
• Why MLibrary uses IM
• Considerations when implementing IM
• Recommended IM tools & best practices
• Q & A
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3. What is IM?
• Also known as “live chat”
• Real-time text-based communication
• Based on software that allows connections
between specified known users (Contact,
Buddy, or Friend List)
• Similar to online “chat” which provides
web-based windows to communicate
between staff and anonymous web site
visitors
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4. What is IM?
• Many different “clients” or platforms
available
• Popular systems are AOL’s AIM, Google
Talk, Windows Live Messenger, Yahoo!
Messenger
• Also includes widget-based or web browser
access such as Meebo, chat within
Facebook, Chatango
(See PC Magazine online for reviews and product finder)
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5. Examples
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6. Examples
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7. Why MLibrary Uses IM
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8. Why MLibrary Uses IM
• U-M customers are familiar with and
expect IM
• Meets a different communication need
than email
• Library users can be mobile and still use
IM
• Increased online access to resources
means more users outside the library – but
they still need help!
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9. Benefits of IM
• Real time conversations are possible
• Your online availability is clearly indicated
in customers’ contact lists
• Embedded widget provides immediate
contact with your web site visitors
• IM apps exist, making communication
easy with mobile device users
• Your competition is using IM!
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10. May 2011 10
Examples

11. May 2011 11
Examples

12. May 2011 12
Examples

13. Considerations When
Implementing IM
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14. Staffing Matters
• Match professional knowledge and skill
level of staff needed to provide service
• Provide training and documentation
• Anticipate impact on workflows and work
schedules
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15. Technical Matters
• Understand your computing environment
and your customers’
• Investigate hardware/software needed for
testing
• Test reliability/stability of systems
• Determine what technical support is
needed
• Define limits to access (e.g. only for staff,
only for UM campus, for everyone in the
world, etc.)
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16. Financial Matters
• Identify money available to determine:
– Free, Low cost or “All the Bells & Whistles”
application
– Ongoing or one-time cost
– Equipment (headphones)
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17. Recommended IM Tools
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18. Recommended Tools
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AIM Meebo
Microsoft
Communicator/
Messenger
Velaro
Cost Free Free $ $$
Software
Installation
Optional No
Yes, with client; no
with web access
No
Technical
Support
No No Yes Yes
Simultaneous
Staffing
No No No Yes
Widget
Yes
(WIMZI)
Yes No
No, but
customizable
chat window
Statistics &
Reports
No No No Yes
Ease of Use Easy Easy Moderate Moderate

19. Ask a Librarian
• MLibrary uses LibraryH3lp for IM
(http://libraryh3lp.com)
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20. Best Practices
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21. Make It Easy For Customers
• Adopt a service goal of answering rather
than redirecting inquiries
• Provide FAQs or web site content based
on questions
• Put your screen name or IM widget in a
prominent location on your web site
• Publicize the service to your target
customers
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22. Make It Easy for Staff
• Establish and use easy internal
communication mechanisms, preferably IM
• Communicate unit-appropriate ethical and
service guidelines to staff
• Provide training documents in a convenient
spot (e.g. CTools, Google Docs) – keep
them up-to-date
• Provide prepared “scripts” to handle
frequently asked questions
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23. Make It Easy for Administrators
• Keep records/statistics
• Document customer feedback
• Assess/evaluate service for
continuation/improvements
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24. What We’ve Learned
• Customers expect solutions and answers
• Customers understand that we’re a
professional/official agency of the
University and rarely use abbreviations 
• Be prepared for the occasional
inappropriate question or comment
• Demand is likely to increase over time
• Non-native English speakers like IM;
written communication is preferred
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25. Customer Feedback
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‘I love, love, love this
service!!!!!!!!’
‘This service is
awesome. I’ve been
able to save myself a
few unnecessary
trips’
‘The widget is great!
Makes it so easy to get
answers.’
‘It’s so great
I can do this
live!’
‘I’ve never used this help
function before, but it is so
helpful and efficient.’

26. Questions?
• Karen A. Reiman-Sendi (karsendi@umich.edu)
• Julie Piacentine (juliepia@umich.edu)
• Barbara Beaton (barbara@umich.edu)
via AOL/Windows Live/Google Talk/Yahoo IM
(or email)
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