The document summarizes Binghamton University Library's efforts to launch an instant messaging reference service called Ask a Librarian using the Trillian software. It discusses choosing Trillian for its compatibility, features and popularity. It also covers training library staff, marketing the new service, and initial results which showed most questions came from AOL users. An assessment found the service was well received with some room for improvement around staffing and FAQs.

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. Instant Messaging at Binghamton University IM services at BU Choosing an IM client – Trillian Staffing, Training, and Marketing Launching the Service How is it Going? Assessment / Transcript Analysis

3. IM services at BU 7/2003 – 7/2004 Chat with a Librarian (QuestionPoint) 7/2004 – 6/2005 Ask A Librarian (Docutek VRLPlus) 3/2005 Libraries IM Task Force created 6/2005 – date Ask a Librarian (Trillian) 9/2005 – date Libraries’ Digital Reference Committee created 1/2007 – date MeeboMe widget (Firefox)

4. Choosing an IM Client Mac, Linux, and PC compatible Security Ease of Use Popularity with library users and staff Features (transcripts, scripted messages, statistics)

5. Service – IM Providers AOL AIM Yahoo! MSN Individual must download Security and management issues demanded multi-protocol IM software

6. Trillian - Features Supports AIM, ICQ, MSN, Gtalk, and Yahoo Messenger. File transferring and sharing Group conversations Automated transcript saving (.txt file) Alerts for new IM messages and users Emoticons and images Notification when an IM user is typing a response Connectivity icon in the system tray

7. Trillian

11. IM Staffing Librarians, reference staff, student assistants Staffing at reference desks and staff offices when on-call for reference Begun as a pilot service to gauge workflow Offered with other reference services (walk-up, phone, email) Email alerts to prompt staff to log onto accounts

12. Staff Training Staff comfortable with online reference but not necessarily IM Training session held with practice chat time Staff encouraged to download clients and create personal IM identities Staff use of IM in offices for informal communication Assistance from IM TF members to help set up IM accounts

13. Marketing – Ask a Librarian Announcements Library homepage Library blog LibraryLinks (Libraries’ newsletter) Student newpaper – Pipe Dream Exhibit “What’s New in the Libraries” Web Link in top banner for Libraries’ website Student Orientation Sessions Library bookmarks

14. Launching IM Services Creating a webpage with contact information Ask a Librarian Trillian configured to load automatically upon machine startup Staff trained to check Trillian at start of reference shifts Updated the Libraries’ Reference Services Privacy Policy

17. How is it Going? Over 400 questions answered since launch Most questions from AOL AIM (~90%) Repeat users Positive feedback from sessions “ the im chat option is terrific, pass it along :) “

18. How is it Going? (2) IM Service Issues Adding contacts Session connectivity Little technical support available from IM providers IM Communication Challenges Informal environment Lack of visual clues Pressure to respond / complete transaction Hanging sessions

19. How is it Going? (3) IM Question Types General library information - hours, policies Services - ILL, reserves Bibliographic information – locating a specific journal, book, etc. Technical problems – connecting to website, electronic journals IM User Behavior Many users happy to wait for a response Many don’t say goodbye or formally end session Users respectful of reference staff Non-BU users

20. Future Directions Meebome widget pilot Ongoing commitment to IM Who else uses IM on campus? Analysis of session transcripts Quality of IM reference services

21. IM Transcript Analysis Project Evaluate data collected from IM session transcripts: July 2005 – July 2006 Statistical information Session Length IM traffic IM user audience Types of Questions Library resources used during sessions

22. Assessment Outcomes Evaluate quality of IM service (RUSA Behavior Guidelines) Improve website design and navigation Evaluate IM staffing levels Create FAQs or other aids Determine need for electronic reference sources Anticipate future training needs

23. Transcript Analysis Project Created form in Access Database Printed and numbered transcripts Created coding guide for form Tested 30 transcripts Solicited reference volunteers to evaluate transcripts

24. Acknowledgements Digital Reference Committee members: Sarah Maximiek, Erin Rushton BU Libraries Reference Staff College & Undergraduate Libraries 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. http://eprints.rclis.org/archive/00008769/ http://www.slideshare.net/