IM: Breaking Down Boundaries Instant Messaging in Libraries Michael Stephens - SJCPL, tametheweb.com Aaron Schmidt - Thomas Ford Memorial Library, walkingpaper.org

Heres What Were Going to Tell You Instant Messaging (IM) IM at the TFML IM at SJCPL 10 Best Practices for IM in the Library

Instant Messaging Stats IM is here! (AOL Instant Messaging Trends Survey, August 04) –80 million Americans use IM (27%) –250 million world wide –7 billion messages sent each day Pew Internet Study –53 million American adults use instant messaging Kevins Stat from this Morning –60% of big businesses will be Iming by the end of this year.

Instant Messaging CIL 2004 Survey (2% of us!) Audience Survey on steroids Real time interaction Multiple competing networks

Nuts and Bolts Computer with Internet connection IM program –AOL Instant Messenger –Yahoo! Messenger –MSN Messenger –Multiple network programs Training and support

IM at the TFML -Background -Current IM Program

IM Conversation with Patron patron: yah, um, how long is the Illiad/ me: pages? patron: no, how lng would it take 2 read it? patron: *it me: oh, well, it depends on how fast you read! it is a GREAT book. me: it is generally around 590 pages patron: thts wat ive heard! patron: WOW!! me: well worth your time. me: i can put it on hold for you if you like patron: OK!!! me: nice. what is your last name? patron: o, [patrons last name]

We Are Happy! Amazing response Homer Township - 70 IMs first day! Duke Reference

TFML Stat in Library Journal

IM Success at the TFML Extending Presence, Creating Community / Collaboration Beyond Traditional Reference Model? Solves Problems of VR

Ethics for External IM Privacy –Remote –Local Balancing patrons –Workflow issues

IM at SJCPL Internal and External Temporary VR Replacement Collaboration across Library Community of Practice

Training/Adoption Easy sessions post VR training Some librarians take to IM Branch Coordinator uses the system Plans for iChat AV uses

Ethics for Internal IM Mind away messages Do not share confidences Log chats - but be transparent Set a good example Utilize the nuances of IM

Best Practices for IM in the Library Planning & Using the Technology

Planning for the Technology Make IM part of your technology plan

Goals & Objectives Goal: Information Access Objective: Offer new forms of outreach Objective: Train a tech-savvy staff who can use various communication tools to improve workflow and service

Planning for the Technology Promote your screen name and service

(and make cards promoting your service)

Planning for the Technology Admin should be messaging as well

Planning for the Technology Train and encourage staff to interface via IM from their desks

Planning for the Technology Add your IM name to your business cards

Using the Technology Use a multi-network IM program

Trillian - Gaim -

Using the Technology Use away messages

Using the Technology Speed over perfection in typing

Using the Technology Use abbreviations

Using the Technology Use online sources only if the best answer can be given from them

Using the Technology Dont panic

Implications Teen and Young Adult Services Content delivery Converged systems (integrated workgroups for internal decision making)

Lastly IM is fast IM is cheap IM is easy

Contact us Michael Stephens –mstephens7mac – – Aaron Schmidt –XXagentcooperXX – –