Kristin Whitehair (K-State)
Gave history of IM
Gave a couple of examples of IM reference questions at K State
IM in Libraries
- our users are using it
- 42% of all online users use IM – Pew
- 90% of teens using IM (AOL IM Trends)
- all age groups are using IM
IM is:
- immediate
- real time
- point of need (answer question when customer needs the answer)
- interactive
Virtual Reference vs IM – Advantages over VR:
- easy – few requirements
- free
- widely used outside the library world
- lite programs
- cell phone and video features
Sacrificed Features for IM:
- co-browsing
- page pushing
- statistics gathering
Discussed K-State IM reference statistics
Types of IM available:
- client (downloaded)
- web-based – chat widgets embedded on webpages
- internal – staff IM
Gave example of Reference librarian who embedded Meebo widget onto her subject guide page and her own staff “who am I ” page
Internal IM: mentioned enterprise IM like GroupWise, opportunity for practice without contacting patrons
Popular IM Services:
- Yahoo Messenger
- Google Talk
- MSN Messenger
- AOL Instant Messenger (AIM)
Aggregators:
- GAIM (recently renamed Pidgin)
- Trillian
- Meebo
Considerations:
- staffing – how will you handle it
- security – files, sketchy links, individuals with questionable intent…
- dependability of service
staff training:
- etiquette and training
- traditionally casual and short messages
- appropriate use
- selecting a name
- lingo
