Instant Openness: IM & Access to Information Nicholas Wyant Reference & Instruction Librarian The University of Iowa Libraries ILA/ACRL April 23, 2010

What is IM? Instant Messaging & Text Messaging A technology that students have incorporated into their everyday lives Part of the future of the reference desk Says Who? The Pew

How Young People View Their Lives, Futures & Politics: A Portrait of “GENERATION NEXT” PEW Research Center (2007) 2007 Study Generation Next is defined as those born between 1982-1989 for the purposes of this study 51% sent or received a text message in the past 24 hours 29% sent or received an instant message

Teens & Mobile Phones April 20, 2010 PEW Internet & American Life University of Michigan Communication Studies 75% of 12-17 year-olds own phones 88% of teen cell phone users send text messages “Among all teens, the frequency of use of texting has now overtaken the frequency of every other common form of interaction with their friends” Texting is only going to grow

Why IM is needed now Increased number of distance students Students are busy and need quick access Reaching users who wouldn’t normally come to the library Desk Anxiety People feel more at ease to ask, “stupid questions”

What is a library to do? Meebo to the rescue! Free Reliable Multiple librarians from multiple locations can log on at the same time

Libraries & IM In Iowa University of Northern Iowa Iowa State The University of Iowa Meebo is widely used by universities throughout the United States Meebo also has a text feature

University of Iowa First Implemented IM in 2007 Moved Meebo to the front page in August of 2008 Since August 24, 2009 3,856 (reported) 17.84/day Busiest month: October, 786 On the rare Iowa snow day…

Limitations of Meebo It’s Free: i.e. very little support available Cannot track statistics

In theory… The Three Regents The 30 Independents The 19 Community Colleges Could collaborate to provide service Larger universities could provide after hours services to smaller institutions that do not have the staff numbers to provide services.

Limitations to Collaboration Money Dedicated personal monitoring Meebo Scheduling Issues

Benefits to Collaboration Smaller institutions can provide service Larger universities can help Reach new users Meebo is Free Demonstrate the viability of the library in difficult economic times

Libraries Need IM service Texting and Instant Messaging are not going away Data supports the idea that the use of this technology will only increase (Pew 2007, 2010) Meeting the user where they are The Library 1.0 model is not sustainable Users like this service

Springshare Libanswers Allows for much greater control for institutions to track usage statistics Price depends on the size of the institution

Questions & Discussion Nicholas Wyant Reference & Instruction Library The University of Iowa Libraries Nicholas-wyant@uiowa.edu