Aaron Schmidt - Thomas Ford Memorial Library

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IM Breaking Down BoundariesInstant Messaging in
Libraries

• Michael Stephens - SJCPL, tametheweb.com
• Aaron Schmidt - Thomas Ford Memorial Library,
  walkingpaper.org

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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

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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.

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Instant Messaging

• CIL 2004 Survey (2 of us!)
• Audience Survey
• Email on steroids
• Real time interaction
• Multiple competing networks

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Nuts and Bolts

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

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IM at the TFML

• -Background
• -Current IM Program

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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

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We Are Happy!

• Amazing response
• Homer Township - 70 IMs first day!
• Duke Reference

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TFML Stat in Library Journal
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IM Success at the TFML

• Extending Presence, Creating Community /
  Collaboration
• Beyond Traditional Reference Model?
• Solves Problems of VR

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Ethics for External IM

• Privacy
• Remote
• Local
• Balancing patrons
• Workflow issues

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IM at SJCPL

• Internal and External
• Temporary VR Replacement
• Collaboration across Library
• Community of Practice

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Training/Adoption

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

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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

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Best Practices for IM in the LibraryPlanning
Using the Technology
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Planning for the Technology

• Make IM part of your technology plan

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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

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Planning for the Technology

• Promote your screen name and service

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(and make cards promoting your service)
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Planning for the Technology

• Admin should be messaging as well

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Planning for the Technology

• Train and encourage staff to interface via IM
  from their desks

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Planning for the Technology

• Add your IM name to your business cards

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Using the Technology

• Use a multi-network IM program

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Trillian - http//www.trillian.cc/ Gaim -
http//gaim.sourceforge.net/
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Using the Technology

• Use away messages

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Using the Technology

• Speed over perfection in typing

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Using the Technology

• Use abbreviations

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http//www.web-friend.com/help/lingo/chatslang.htm
l
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Using the Technology

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

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Using the Technology

• Dont panic

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Implications

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

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Lastly

• IM is fast
• IM is cheap
• IM is easy

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Contact us

• Aaron Schmidt
• XXagentcooperXX
• www.walkingpaper.org
• www.fordlibrary.org

• Michael Stephens
• mstephens7mac
• www.tametheweb.com
• www.libraryforlife.org