How do you IM? CLA 2006 Jill Patterson, Moderator (Orange County Public Library) The Experts Lisa Bartle (Pfau Library/CSU San Bernardino) Tom Bickley Sarah Houghton-Jan (San Mateo County Library/LibrarianInBlack.net) Laurie Isenberg Cindy Trainor Paulette Washington Jezmynne Westcott (Sprague Science Library/The Claremont Colleges)
Basics of how IM works Transcript Type here Instantaneous Simultaneous Chat
Software Options Individual Clients Individual Clients MSN, AIM, Yahoo!, IRC, ICQ, GoogleTalk, MySpace MSN, AIM, Yahoo!, IRC, ICQ, GoogleTalk, MySpace Aggregators Aggregators Trillian, Gaim Trillian, Gaim
Web-based non-software options Meebo, Kool IM Meebo, Kool IM Meebo Widget Meebo Widget
Security Issues The boogeyman of the security threat The boogeyman of the security threat IM vs. web browsing or IM vs. web browsing or Threats are all behavior-based Threats are all behavior-based Tips for talking to IT Tips for talking to IT
Buddy Lists Users add you Users add you You don’t add them You don’t add them
Staffing Models & Options Scheduled IM or just “on whenever” Scheduled IM or just “on whenever” Staff from back room or ref desk Staff from back room or ref desk All staff or selected staff All staff or selected staff
Policies to Consider Scope of questions you’ll answer Scope of questions you’ll answer Dealing with “crank-calls” Dealing with “crank-calls” Blocking abusive users Blocking abusive users
User Privacy Not keeping transcripts Not keeping transcripts Not keeping users on your buddy list Not keeping users on your buddy list Warning users about commercial chat terms of service Warning users about commercial chat terms of service
IM Features Voice Voice Video Video File sharing File sharing
Advertising / Promotion Go where users are in person Go where users are in person Go where the users are online Go where the users are online Print publicity Print publicity Visits to schools and organizations Visits to schools and organizations Computer wallpaper or screensavers Computer wallpaper or screensavers
Measuring Success Keep transcripts or manual tally? Keep transcripts or manual tally? What constitutes success for your library? What constitutes success for your library?
IM Etiquette and NetLingo Be brief and frequent Be brief and frequent Capitalization/punctuation are optional Capitalization/punctuation are optional Bad spelling happens Bad spelling happens Use emoticons responsibly Use emoticons responsibly Don’t type in ALL CAPS Don’t type in ALL CAPS Net-lingo examples Net-lingo examples
Training and Staff Buy-In Demonstrate IM to all staff Demonstrate IM to all staff Explain why you’re doing this Explain why you’re doing this Training materials Training materials Have staff practice with each other Have staff practice with each other
Resources for More Info Library Success Wiki Online Reference webpage: Library Success Wiki Online Reference webpage: NetLingo Dictionary: NetLingo Dictionary: Ask.com’s basic search includes instant definitions of Instant Messaging Smileys, NetLingo, Emoticons, Basic Internet Lingo, and IM Etiquette Ask.com’s basic search includes instant definitions of Instant Messaging Smileys, NetLingo, Emoticons, Basic Internet Lingo, and IM Etiquette
Tips and Tricks Develop scripts Develop scripts Be ready for chatters Be ready for chatters Pick your buddy icon Pick your buddy icon Develop a standard away message Develop a standard away message Be ready for the robot question Be ready for the robot question
Other VR Options SMS (cell phone text messaging) SMS (cell phone text messaging) Jybe (chat + co-browsing) Jybe (chat + co-browsing) Virtual Game Avatars Virtual Game Avatars Automated Chat Robots Automated Chat Robots
Questions?