1. The document discusses the implementation of an instant messaging reference service at Binghamton University libraries using Trillian software. 2. Over 400 questions were answered in the first year, mostly from AOL users, with positive feedback from patrons. 3. Some challenges were the informal nature of IM, lack of support from providers, and ensuring adequate staffing levels. 4. Future plans include committing to the IM service long-term, exploring co-browsing software, and conducting in-depth analysis of questions asked.

1. Instant Messaging on the Reference Desk Sarah Maximiek and Erin Rushton [email_address] [email_address] Binghamton University November 2, 2006

2. Chat with a Librarian 2003- 2004

3. Ask a Librarian July 2004 - July 2005 Docutek software Patron required to fill out form before submitting question Librarians required to sign into Docutek at beginning of reference shift. Low usage Unreliable service

4. Instant Messaging Task Force Creation of “Instant Messaging Task Force” in March 2005 Service considerations Offer service in both Libraries Use software popular with students Simple, easy to use Fast to implement

5. Problems and Solutions Problems How to support multiple IM services without multiple windows? How to minimize software downloads on staff and public PCs? Solutions Multi-protocol IM client.

6. Software considerations Compatible with different operating systems (Mac, Linux, Windows) Secure No System/IT conflicts Availability of useful features (e.g. transcripts, scripted messages, statistics, etc.).

7. Trillian Supports AIM, ICQ, MSN, Gtalk, and Yahoo Messenger. Supports file transfers, group chats, typing notification and emoticons Saves transcripts automatically as .txt files Basic version available for free Displays connectivity to accounts in the system tray.

8. Monitored accounts Buddies

12. Launching the Service Discussed concerns at Reference meetings Encouraged librarians to set up and use IM accounts in Trillian. Created IM accounts in AOL, Yahoo and MSN for Science Library and Bartle Library Conducted a training session covering Trillian and IM use Updated reference privacy policy http://library.lib.binghamton.edu/webdocs/policies.html #referenceprivacy

13. Staffing Staffed by Reference Desk staff (grad students, librarians and professionals) Desk hours differ, but we share staffing to ensure equal coverage Use email alerts (Outlook) to remind when to sign on to accounts

14. Ask a Librarian June 2005 - Created “IM Pilot Page” and “Ask a Librarian” page Launched IM pilot reference service in June 2005 Discontinued Docutek Chat in July 2005

16. Marketing Featured on Libraries’ web page, blogs and newsletter Highlighted in What’s New in the Libraries exhibit Discussed at orientation fairs for new students and parents

17. Marketing (2) Featured on library bookmarks Discussed in articles and advertising about the Libraries in the student newspaper

18. How’s it going so far…. Some “observations” Over 400 questions answered since launch of service Most questions from AOL (~90%) Repeat patrons Patrons seem to like the service “ the im chat option is terrific, pass it along :) “

19. How’s it going so far…. Some “observations” (2) Lack of technical support from IM providers IM interface is not robust IM communication challenges: Informal Lack of visual clues Quick Hanging sessions

20. How’s it going so far…. Some “observations” (3) Staffing Can monitor at desk with current staffing levels Reminders are valuable when sharing service coverage Exposure to IM gets staff more comfortable with using it

21. How’s it going so far…. Some “observations” (4) Marketing blitz not necessary. Word gets out. Learn as you go service Need to overcome idea that it is an “inferior” service Students will IM more then one account with the same question Librarians use IM internally

22. How’s it going so far…. Some “observations” (5) No excessive emoticons or abbreviations Patrons are willing to wait if the staff is busy Session lengths vary Teachable moments Patrons use the IM service to ask a variety of questions…

23. Questions from IM Hi, I was wondering if it costs anything to print something in the library. hey- can u tell me if a book is on reserve? Hi. Who is this? (student forgot who the username belonged to)

24. Questions from IM (2) i'm trying to locate spanish language cds and i'm unable to narrow down my search results enough to find them - any suggestions? Hi, I help finding articles for one of my classes. I heard some kids talking about "jstar" or something like that. Do you know where I can find this?

25. Questions from IM (3) Hello. I need help finding two articles on food or agriculture for my environmental studies class. I would like to know more about nys laws concerning monetary transactions. I received a receipt with the wrong date. Basically, I would like to know if that mistake would make the receipt invalid. I am looking for sites related to Aids. I would appreciate if you could suggest me databases I should go through

26. Future Directions Commit to IM reference Explore other depts using IM for patron help Investigate co-browsing software (JYBE) RAQIM Meebo Conduct in-depth analysis of questions

27. Assessment Goals Statistical data e.g. traffic, audience, length of session Types of questions asked Resources used to answer questions Correctness and completeness of answers

28. Assessment Outcomes Evaluate quality of service (e.g. RUSA Behaviour Guidelines) Evaluate website design and navigation Evaluate staffing levels Determine need for FAQs or other help Determine need for electronic reference sources

29. Transcript Analysis Created form in Access Database Created Access queries Printed and numbered transcripts (July 2005 – July 2006) Created coding guide Tested 30 transcripts Solicited reference volunteers

30. Discoveries Challenging endeavor Quality is sometimes subjective Necessary to double analyze many transcripts Ongoing process – form and coding sheet can be revised forever; different judgments on correctness and completeness of questions