INSTANT MESSAGE REFERENCE SERVICE: AT BRACKEN AND THE WORLD

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INSTANT MESSAGEREFERENCE SERVICEAT BRACKEN AND
THE WORLD

• matthew j. thomas
• from bracken library, queens university
• email thomasma_at_post.queensu.ca
• aol, msn, yahoo! im username mjthomas
• view this presentation www.streem.info/portfolio/
  imref.ppt

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Agenda

• What is Instant Messaging (IM)?Just like it
  sounds
• What is Reference Service? Why are we there?
• Bracken Library combination What, Why and How
• IM in other places and times Not just the
  library and not just now.

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Instant Messaging Basics

• Known as IM or chat or by the product.
• You have many options
• most of which are free.
• It is instant to install, learn and use.
• You can do other things while using it.
• It is customizable.
• It has many different functions.
• Very popular, especially with students.

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IM key characteristics

• Cost-free
• Easy to start, easy to expand
• Built-in user base

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Reference Services Basics

• There should be a reference desk, staffed by a
  librarian in every library.
• We are there to be helpful.
• We are there with plenty of resources.
• We are there to provide information.
• We are there.

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Reference key requirements

• Access to tools IM is Cost-free
  Easy to start, easy to expand.
• Access to customers IM has a Built-in user base

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IM _at_ Bracken

• We started on January 9th, 2006.
• Hours Mon to Fri, 11 am to 5 pm.
• Covered by back-up staff.
• Using AOL, MSN, Yahoo! and Trillian.
• 12 questions as of Feb 17th.
• Quick questions about assignments, tools, policy,
  tips

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Lessons learned

• New tools are fun.
• Its not that hard.
• It takes a while.
• Unique and unexpected solutions IM provides.

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Other uses for IM

• Communication with students.
• Office hours presence, quick questions
  clarification, easy, sociable
• Communication with colleagues.
• Free, international, accessible, where you are,
  multimedia, non-intrusive
• Professional development.
• Youre learning a new, current technology.

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IM in the future

• "Instant messaging will surpass e-mail as the
  business communications tool of choice by 2006."
  Gartner (industry analyst firm)1
• integration of IM into other systems...2
• By 2008, IM users will get an average of 25 IM
  spam (SPIM) messages a day.3

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Conclusion

• Give IM a chance

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Thanks

• Staff at Bracken Library.
• EOSET, Carleton, and all of you here.
• Questions?
• References
• Opinion The Future Of IM Is Presence by John
  Sakoda (from IMLogic). October 22, 2004.
• Internet2 Explores IM's Future by Christopher
  Saunders (from InstantMessagingPlanet.com).
  October 28, 2003.
• From The Radicati Group via The Future of IM and
  Wireless by Rich Tehrani (from VoIP Blog). April
  21, 2004.