Sabrina J's List: Digitale Auskunft - Chatauskunft - IM-Auskunft

• Real-time virtual reference systems can provide one-on-one, point-of-need research assistance and instruction, as well as formal information literacy virtual classes to prepare students for research

• According to the September 2004 study "How Americans Use Instant Messaging," by the Pew Internet & American Life Project, 53 million adults send instant messages on a daily basis. How many are your users or potential users?
• "IM is essential because it aligns library services with the preferred technology of this target population of users—a huge mass of future library and information users who could, potentially and scarily, become nonusers," says Stephen Abram, vice president of innovation at Sirsi.
• The types of questions received via IM are similar to those received via telephone, and IM works well with what Ashley Robinson, librarian at Pennsylvania State University Libraries, calls "just in time" reference: questions about library services, phone numbers, or a URL. Emailing articles from subscription databases and getting immediate patron feedback are also great ways to employ IM. In the process, librarians can truly be their users' personal guide through the information ocean.
• "has rather strict systems requirements that sometimes cause system or software crashes and bad reference experiences for the patron,"
• The easiest way to get staff comfortable with IM is to promote its use within the library.
• Some libraries don't allow IM or chat at all
• Also, nonusers may view it as trivial, more for fun than meaningful communication.
• Training, scheduling, and promotion are all key to implementing an IM reference service
• Instant messaging isn't going to replace other forms of communication. But it can make your reference services relevant to a whole new group of users, while serving existing users even better.

• Best Practices for IM

   

  Use a multinetwork IM program. There are competing IM networks for users, with AOL Instant Messenger^SM, MSN Messenger, and Yahoo! Instant Messenger the leaders. A user of one network can't communicate with someone on another network. Trillian for Windows (www.trillian.cc) and Gaim (http://gaim.sourceforge.net) for other operating systems let you operate on multiple networks simultaneously.

   

  Send descriptive links instead of URLs. Most IM programs have an easy way to create a hyperlink. Instead of pasting a long URL into the conversation, create a link describing the content of the page you are recommending (e.g., "Demographic info of Berlin" or "Link to book review").

   

  Employ away messages. It's poor service not to explain why there is no response.

   

  Create a profile. It's a great way to convey information about the library and increase your online presence.

   

  Accept imperfection. Notice a typo 30 characters back? Don't correct it. Most words are easily recognizable through context, and typos are accepted—if not expected—in this medium.

   

  Use abbreviations. Most online users save keystrokes with acronyms. Get used to it. Many people know that "LOL" means "laugh out loud" but what about "FWIW"? Google it. Of course, YMMV.

   

  Never panic. Speed is important, but don't feel rushed.

   

  Try to use only online sources. But don't be afraid to tell people they'll need to come to the library. Also, be willing to scan a print document to PDF and send via email.

   

  Load IM software on public PCs. Let users online in the library get help without having to go to the reference desk.

• Libraries That IM

   

  Duke University Libraries, Durham, NC
  www.lib.duke.edu/reference/chat/im.html

   

  Homer Township Public Library, IL
  www.HomerLibrary.org

   

  Marin County Free Library, CA
  www.co.marin.ca.us/depts/lb/main/im.cfm

   

  Pennsylvania State University Libraries
  www.libraries.psu.edu/gateway/sail

   

  Southern Illinois University Library, Carbondale
  www.lib.siu.edu/hp/about/digiref.shtml

   

  St. Joseph County Public Library, South Bend, IN
  www.libraryforlife.org/asksjcpl/asksjcpl.html

   

  Thomas Ford Memorial Library, Western Springs, IL
  www.fordlibrary.org/chat

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