IM Ref in the Fast Lane:IM Ref in the Fast Lane:What We’ve LearnedWhat We’ve Learned

Illinois Library AssociationIllinois Library AssociationOctober 14, 2005October 14, 2005

www.homerlibrary.org/HomerILA.pptwww.homerlibrary.org/HomerILA.ppt

Brian SmithBrian SmithHomer Township Public LibraryHomer Township Public Library

What Is IM? What Is IM?

What IM Is LikeWhat IM Is Like

Some people have describedSome people have described

Instant Messaging as:Instant Messaging as:

“ “Email on steroids.”Email on steroids.”

What We’ve LearnedWhat We’ve Learned

It’s more like:It’s more like:

““Email on amphetamines.”Email on amphetamines.”

““Chronic use can induce Chronic use can induce psychosis …”psychosis …”

Popular IM ProgramsPopular IM Programs

AOL Instant MessengerAOL Instant Messengerwww.aim.comwww.aim.com

Yahoo! MessengerYahoo! Messengermessenger.yahoo.commessenger.yahoo.com

MSN MessengerMSN Messengermessenger.msn.commessenger.msn.com

Google TalkGoogle Talkwww.google.com/talkwww.google.com/talk

Popular IM ProgramsPopular IM Programs

Software like Trillian or Software like Trillian or GAIM can be used to GAIM can be used to manage multiple IM manage multiple IM platforms.platforms.

www.trillian.ccwww.trillian.cc

gaim.sourceforge.netgaim.sourceforge.net

Web-based solution:Web-based solution:

www.meebo.comwww.meebo.com

IM = EZIM = EZ

Make up a screen name and register.Make up a screen name and register.

Download and install the software on the Download and install the software on the computer used for IM reference. (IM clients computer used for IM reference. (IM clients also have Web-based options.)also have Web-based options.)

Set up options (profile, buddy icon, away Set up options (profile, buddy icon, away message, annoyance reductions, etc.).message, annoyance reductions, etc.).

Why Do IM Reference?Why Do IM Reference?

Be available as many ways as possible:Be available as many ways as possible:

Walk-ins.Walk-ins. Phone.Phone. Fax.Fax. Email.Email. Collaborative webchat service.Collaborative webchat service. IM.IM.

Why Do IM Reference?Why Do IM Reference? 87% of teens (ages 12-17) are online.87% of teens (ages 12-17) are online. 75% of online teens use instant 75% of online teens use instant

messaging. messaging. 32% of all teens (50% of online teens) use 32% of all teens (50% of online teens) use

IM every day.IM every day. 24% of online teens say IM is how they 24% of online teens say IM is how they

prefer to communicate with friends.prefer to communicate with friends. 78% of teens on IM have used it to talk 78% of teens on IM have used it to talk

about school work.about school work.

Source: Pew Internet & American Life ProjectSource: Pew Internet & American Life Project

Why Do IM Reference?Why Do IM Reference? 12% of U.S. adults use IM on a typical day.12% of U.S. adults use IM on a typical day. About 80% of young adults (18-24) use IM About 80% of young adults (18-24) use IM

at least occasionally.at least occasionally. More than 25% of online seniors (59+) use More than 25% of online seniors (59+) use

IM.IM. More than 30% of office employees use IM More than 30% of office employees use IM

at work.at work. Worldwide IM traffic is projected to triple Worldwide IM traffic is projected to triple

over the next 5 years.over the next 5 years.

Sources: Pew Internet & American Life Project, BIGresearch, ePolicy Institute, Radicati Group.Sources: Pew Internet & American Life Project, BIGresearch, ePolicy Institute, Radicati Group.

Some Potential ConcernsSome Potential Concerns

Privacy issues.Privacy issues.

Online safety.Online safety.

Network security.Network security.

Harassment of reference staff.Harassment of reference staff.

IM at HTPLIM at HTPL

Officially started service in February.Officially started service in February.

Only 1 of our 3 reference people Only 1 of our 3 reference people really used IM before we started.really used IM before we started.

We started using only AIM.We started using only AIM.

IM at HTPLIM at HTPL

IM is part of reference desk duty.IM is part of reference desk duty.

Unavailable when we’re closed, Unavailable when we’re closed, taking a break, or helping others.taking a break, or helping others.

On a typical day, patrons initiate On a typical day, patrons initiate about 10 or 15 IM sessions with us.about 10 or 15 IM sessions with us.

Use and AbuseUse and Abuse

About half “real” questions:About half “real” questions:* Info on a subject.* Info on a subject.* Catalog lookups and renewals.* Catalog lookups and renewals.* Library info * Library info (closing time, programs, etc.)(closing time, programs, etc.)

Kids who just want to chat.Kids who just want to chat. ““Are you a person or robot?”Are you a person or robot?” Rude and annoying people.Rude and annoying people. ““What’s 2+2?”What’s 2+2?”

IM Reference ExampleIM Reference Example bRitNyH8R: hibRitNyH8R: hi homerlib: hihomerlib: hi homerlib: do u have a question for the library?homerlib: do u have a question for the library? bRitNyH8R: ya i need help with homewprkbRitNyH8R: ya i need help with homewprk bRitNyH8R: ^homeworkbRitNyH8R: ^homework homerlib: okhomerlib: ok bRitNyH8R: i need info on venusbRitNyH8R: i need info on venus homerlib: venus the planet or the goddess?homerlib: venus the planet or the goddess? bRitNyH8R: planetbRitNyH8R: planet homerlib: hold on, i’ll try to find a site for u …homerlib: hold on, i’ll try to find a site for u … bRitNyH8R: kbRitNyH8R: k … …

AdvertisingAdvertising

Business cards …Business cards …

AdvertisingAdvertising

Signs …Signs …

AdvertisingAdvertisingWebsite …Website …

AdvertisingAdvertising

Fliers sent to schools …Fliers sent to schools …

What We’ve LearnedWhat We’ve Learned

Do Do notnot send fliers to send fliers to every classroom on the every classroom on the same day!same day!

>100 IMs after school>100 IMs after schoolthat day!that day!

What We’ve LearnedWhat We’ve Learned

Set up anti-annoyance Set up anti-annoyance options options beforebefore starting starting service!service!

What We’ve LearnedWhat We’ve Learned

Abraham Lincoln is a good buddy Abraham Lincoln is a good buddy icon to use if you want to be told icon to use if you want to be told you have a really lame buddy icon.you have a really lame buddy icon.

Our Homemade IconOur Homemade Icon

What We’ve LearnedWhat We’ve Learned

People don’t use shorthand People don’t use shorthand with us as much as we with us as much as we thought they would. thought they would.

But it’s good to know But it’s good to know somesome … …

g2g brb kg2g brb k

What We’ve LearnedWhat We’ve Learned

What We’ve LearnedWhat We’ve Learned

Life in the Fast LaneLife in the Fast Lane

Danger in the Fast LaneDanger in the Fast Lane

Danger in the Fast LaneDanger in the Fast Lane

ttylttyl AIM (me): AIM (me): homerlib17homerlib17 Email: Email: bsmith@homerlibrary.orgbsmith@homerlibrary.org

This presentation:This presentation:

www.homerlibrary.org/HomerILA.pptwww.homerlibrary.org/HomerILA.ppt