The document outlines best practices for delivering an instant messaging (IM) service to enhance communication with customers at the University of Michigan library. It covers the benefits of IM, considerations for implementation, recommended tools, and practices for training staff and meeting customer needs. Customer feedback highlights the effectiveness and convenience of the IM service in providing immediate assistance.

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)
May 2011 27