IM Ref in the Fast Lane: What We’ve Learned Illinois Library Association October 14, 2005 www.homerlibrary.org/HomerILA.ppt Brian Smith Homer Township.

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Presentation transcript:

IM Ref in the Fast Lane: What We’ve Learned Illinois Library Association October 14, Brian Smith Homer Township Public Library

What Is IM?

What IM Is Like Some people have described Some people have described Instant Messaging as: Instant Messaging as: “ on steroids.” “ on steroids.”

What We’ve Learned It’s more like: “ on amphetamines.” “Chronic use can induce psychosis …”

Popular IM Programs  AOL Instant Messenger  Yahoo! Messenger messenger.yahoo.com  MSN Messenger messenger.msn.com  Google Talk

Popular IM Programs Software like Trillian or GAIM can be used to manage multiple IM platforms. Web-based solution:

IM = EZ  Make up a screen name and register.  Download and install the software on the computer used for IM reference. (IM clients also have Web-based options.)  Set up options (profile, buddy icon, away message, annoyance reductions, etc.).

Why Do IM Reference? Be available as many ways as possible:  Walk-ins.  Phone.  Fax.  .  Collaborative webchat service.  IM.

Why Do IM Reference?  87% of teens (ages 12-17) are online.  75% of online teens use instant messaging.  32% of all teens (50% of online teens) use IM every day.  24% of online teens say IM is how they prefer to communicate with friends.  78% of teens on IM have used it to talk about school work. Source: Pew Internet & American Life Project

Why Do IM Reference?  12% of U.S. adults use IM on a typical day.  About 80% of young adults (18-24) use IM at least occasionally.  More than 25% of online seniors (59+) use IM.  More than 30% of office employees use IM at work.  Worldwide IM traffic is projected to triple over the next 5 years. Sources: Pew Internet & American Life Project, BIGresearch, ePolicy Institute, Radicati Group.

Some Potential Concerns  Privacy issues.  Online safety.  Network security.  Harassment of reference staff.

IM at HTPL  Officially started service in February.  Only 1 of our 3 reference people really used IM before we started.  We started using only AIM.

IM at HTPL  IM is part of reference desk duty.  Unavailable when we’re closed, taking a break, or helping others.  On a typical day, patrons initiate about 10 or 15 IM sessions with us.

Use and Abuse  About half “real” questions: * Info on a subject. * Catalog lookups and renewals. * Library info (closing time, programs, etc.)  Kids who just want to chat.  “Are you a person or robot?”  Rude and annoying people.  “What’s 2+2?”

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

Advertising Business cards …

Advertising Signs …

Advertising Website …

Advertising Fliers sent to schools …

What We’ve Learned  Do not send fliers to every classroom on the same day! >100 IMs after school that day!

What We’ve Learned  Set up anti-annoyance options before starting service!

What We’ve Learned  Abraham Lincoln is a good buddy icon to use if you want to be told you have a really lame buddy icon.

Our Homemade Icon

What We’ve Learned  People don’t use shorthand with us as much as we thought they would. But it’s good to know some … g2g brb k

What We’ve Learned

Life in the Fast Lane

Danger in the Fast Lane

ttyl  AIM (me): homerlib17  This presentation: