1. TechTracks:
Instant Messaging (IM)
Amanda Stone
South Carolina State Library
803-734-4816
E-mail: astone@statelibrary.sc.gov
IM: AStonescsl

2. IM definition
“a form of real-time communication
between two or more people based
on typed text”
Reasons to use
Easy collaboration
Less intrusive
Saved conversation
(Wikipedia, Instant Messaging, 12/6)

3. IM and teens
75% of online teens use IM
Half of instant-messaging teens — or
roughly 32% of all teens — use IM
every single day.
Email is “something you use to talk to
‘old people,’ institutions, or to send
complex instructions to large groups.”
(2005 Pew Internet & American Life survey)

4. Statistics/Use of Instant Messaging
It’s not just “those darn kids” anymore
More than 4 in 10 online American
adults IM
24% of this population swap IMs
more frequently than email
Increasingly used both at home and
at work
(2004 Pew Internet & American Life survey)

5. Reasons to have IM
Easy for librarian –and- user
Constant presence with user
Speed of transaction
Document, image, URL, voice sharing
More reliable than traditional co-browsing
software
Reaches hard-to-reach population-
twenties, teens, online and independent
users (the Google generation)

6. IM Clients
AIM (AOL’s IM)
Yahoo! Messenger
Windows Live
Messenger (MSN)
Google Talk
ICQ
QQ (China)
Gadu-Gadu
(Poland)
Meebo
Trillian
Gaim
Multi-Platform ClientsSingle-Platform Clients

7. AIM
Most popular client in US
with 53 million active users
Many different options
Downloaded client
Web-based client
Mobile client (cell phones,
PDAs)
IM Pro available:
integration with Outlook,
encrypted security

8. Sign up for AIM account
www.aim.com
Choosing name
Personal name, library name
Established AOL account username
Register for account
Check email, verify account

9. meebo
Multi-platform client
Can be logged into more than one type of
account at the same time (AIM, Yahoo,
MSN, etc)
Web-based
Do not have to download any software
Easy to accidentally log out of
Very basic IM features

10. MeeboMe
Can have patrons chat right from your
webpage.
Patrons don’t need an IM client, just Internet
MeeboMe on your MySpace page

11. THX = TX = THKS=Thanks!
Internet slang, acronyms, emoticons
IM users commonly use some shortcuts
No need to panic!
FWIW
TTYL
*g*, <g>
[_]>
L8R
BRB
THX
:-) ;-) :-P

12. IM Reference @ your Library
IM community assessment
Informal survey of IM practice
Staff training
Time to play
Good support documents
IT involvement
Technology needs
Concerns over security
(Tips & Strategies for Launching an IM Reference Service/
Amanda Etches-Johnson)

13. IM Reference @ your Library
Staffing the IM desk
Reference desk/personal desk/other
Hours
Let your community know
Blog, handouts, signs, email, contact
local schools, website, newspaper, local
morning news, interpretive dance
outside city hall (maybe not)
Evaluate program
Transcript analysis, staff input, statistics

14. IM Tips & Tricks
IM reference is still a reference interview
Explain what you are doing
Send short messages
Send attachments or email later
Use away message
Don’t worry about perfect spelling,
grammar
Scripts for certain events: inappropriate
questions, out-of-scope questions

15. SMS (text messaging) reference
*Two trainings for the price of one*
Close to half of teens (45%) own a cell
phone, and 33% have used a cell phone
to send a text message. (Pew, 2005)
Southeastern Louisiana University: Text
a Librarian
Curtin University of Technology
(Australia)

16. Security/Safety
Same security fears as email
Teach patrons not to talk to strangers
Don’t click on URLs or accept
documents you don’t trust
Be careful with screen names:
ASmith29201 or CayceGrrl21
SPIM=spam for IM
Unsolicited commercial messages sent
via an IM system
Learn to block or warn users

17. Concerns?
What are your Concerns?
Questions?
Comments?

18. Resources
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