1. Virtual Reference, IM chat and Beyond: Taking Reference Services out of the Library Laura Maldonado Deborah Gaspar Sarah Palacios-Wilhelm

2. Introducing IM to GW Millenials and the Pew Internet study IM? We already have VR! Research Training Pilot studies Next? Computers in Libraries Gelman Library System The George Washington University 03/06

3. IM Generation Research by the Pew Internet & American Life Project (July 27, 2005) Teens use e-mail, but prefer IM “email is something you use to talk to “old people”, institutions, or to send complex instructions to large groups” 75% of teens ages 12 – 17 send or receive instant messages Computers in Libraries Gelman Library System The George Washington University 03/06

4. VR vs. IM Gelman Library has provided Virtual Reference for 4 years. Only 1.5% of GW students took advantage of VR How do we serve students in their preferred medium of communication? Computers in Libraries Gelman Library System The George Washington University 03/06

5. Getting started Study Phase Software requirements Literature search Potential IM usage Surveyed universities providing an IM service Pilot for librarians Introduce Reference team to IM Is IM a good fit for Gelman? Training opportunity Computers in Libraries Gelman Library System The George Washington University 03/06

6. Fall 2005 Patron pre-pilot pilot Offered for 10 days Designed advertising Designed webpage for spring pilot Tested patron experience Standardized usage procedures Computers in Libraries Gelman Library System The George Washington University 03/06

7. Spring 2006 – Patron Pilot Documented student use Logs and statistics Preferred hours of service Documented ARL guidelines - Reference questions - Directional questions “Best Practices” Drafted and implemented Continuous service assessment Computers in Libraries Gelman Library System The George Washington University 03/06

8. …and Beyond? Student feedback Expanded advertising Evening hours Inclusion of other library staff Evaluation of service Computers in Libraries Gelman Library System The George Washington University 03/06

9. For more information Laura Maldonado AIM: maldonalGLS maldonal@gwu.edu 202-994-1373maldonal@gwu.edu Deborah Gaspar AIM: DebbieGLS dgaspar@gwu.edu 202-994-1333dgaspar@gwu.edu Sarah Palacios-Wilhelm AIM: sarahpwilhelm palacios@gwu.edupalacios@gwu.edu 202-242-8290 Gelman Library George Washington University 2130 H Street NW Washington DC 20052 Computers in Libraries Gelman Library System The George Washington University 03/06