Instant Messaging on the Reference Desk

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Instant Messaging on the Reference Desk

• Sarah Maximiek and Erin Rushtonmaximiek_at_binghamto
  n.edu
• erushton_at_binghamton.edu
• Binghamton University
• November 2, 2006

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Chat with a Librarian 2003- 2004
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Ask a Librarian July 2004 - July 2005

• Docutek software
• Patron required to fill out form before
  submitting question
• Librarians required to sign into Docutek at
  beginning of reference shift.
• Low usage
• Unreliable service

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Instant Messaging Task Force

• Creation of Instant Messaging Task Force in
  March 2005
• Service considerations
• Offer service in both Libraries
• Use software popular with students
• Simple, easy to use
• Fast to implement

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Problems and Solutions

• Problems
• How to support multiple IM services without
  multiple windows?
• How to minimize software downloads on staff and
  public PCs?
• Solutions
• Multi-protocol IM client.

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Software considerations

• Compatible with different operating systems (Mac,
  Linux, Windows)
• Secure
• No System/IT conflicts
• Availability of useful features (e.g.
  transcripts, scripted messages, statistics,
  etc.).

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Trillian

• Supports AIM, ICQ, MSN, Gtalk, and Yahoo
  Messenger.
• Supports file transfers, group chats, typing
  notification and emoticons
• Saves transcripts automatically as .txt files
• Basic version available for free
• Displays connectivity to accounts in the system
  tray.

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Monitored accounts
Buddies
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Launching the Service

• Discussed concerns at Reference meetings
• Encouraged librarians to set up and use IM
  accounts in Trillian.
• Created IM accounts in AOL, Yahoo and MSN for
  Science Library and Bartle Library
• Conducted a training session covering Trillian
  and IM use
• Updated reference privacy policy
• http//library.lib.binghamton.edu/webdocs/policies
  .html
• referenceprivacy

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Staffing

• Staffed by Reference Desk staff (grad students,
  librarians and professionals)
• Desk hours differ, but we share staffing to
  ensure equal coverage
• Use email alerts (Outlook) to remind when to sign
  on to accounts

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Ask a Librarian June 2005 -

• Created IM Pilot Page and Ask a Librarian
  page
• Launched IM pilot reference service in June 2005
• Discontinued Docutek Chat in July 2005

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Marketing

• Featured on Libraries web page, blogs and
  newsletter
• Highlighted in Whats New in the Libraries
  exhibit
• Discussed at orientation fairs for new students
  and parents

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Marketing (2)

• Featured on library bookmarks
• Discussed in articles and advertising about the
  Libraries in the student newspaper

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Hows it going so far. Some observations

• Over 400 questions answered since launch of
  service
• Most questions from AOL (90)
• Repeat patrons
• Patrons seem to like the service
• the im chat option is terrific, pass it along )
  

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Hows it going so far. Some observations (2)

• Lack of technical support from IM providers
• IM interface is not robust
• IM communication challenges
• Informal
• Lack of visual clues
• Quick
• Hanging sessions

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Hows it going so far. Some observations (3)

• Staffing
• Can monitor at desk with current staffing levels
• Reminders are valuable when sharing service
  coverage
• Exposure to IM gets staff more comfortable with
  using it

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Hows it going so far. Some observations (4)

• Marketing blitz not necessary. Word gets out.
• Learn as you go service
• Need to overcome idea that it is an inferior
  service
• Students will IM more then one account with the
  same question
• Librarians use IM internally

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Hows it going so far. Some observations (5)

• No excessive emoticons or abbreviations
• Patrons are willing to wait if the staff is busy
• Session lengths vary
• Teachable moments
• Patrons use the IM service to ask a variety of
  questions

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Questions from IM

• Hi, I was wondering if it costs anything to print
  something in the library.
• hey- can u tell me if a book is on reserve?
• Hi. Who is this? (student forgot who the username
  belonged to)

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Questions from IM (2)

• i'm trying to locate spanish language cds and i'm
  unable to narrow down my search results enough to
  find them - any suggestions?
• Hi, I help finding articles for one of my
  classes. I heard some kids talking about "jstar"
  or something like that. Do you know where I can
  find this?

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Questions from IM (3)

• Hello. I need help finding two articles on food
  or agriculture for my environmental studies
  class.
• I would like to know more about nys laws
  concerning monetary transactions. I received a
  receipt with the wrong date. Basically, I would
  like to know if that mistake would make the
  receipt invalid.
• I am looking for sites related to Aids. I would
  appreciate if you could suggest me databases I
  should go through

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Future Directions

• Commit to IM reference
• Explore other depts using IM for patron help
• Investigate co-browsing software (JYBE)
• RAQIM
• Meebo
• Conduct in-depth analysis of questions

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Assessment Goals

• Statistical data e.g. traffic, audience, length
  of session
• Types of questions asked
• Resources used to answer questions
• Correctness and completeness of answers

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Assessment Outcomes

• Evaluate quality of service (e.g. RUSA Behaviour
  Guidelines)
• Evaluate website design and navigation
• Evaluate staffing levels
• Determine need for FAQs or other help
• Determine need for electronic reference sources

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Transcript Analysis

• Created form in Access Database
• Created Access queries
• Printed and numbered transcripts (July 2005
  July 2006)
• Created coding guide
• Tested 30 transcripts
• Solicited reference volunteers

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Discoveries

• Challenging endeavor
• Quality is sometimes subjective
• Necessary to double analyze many transcripts
• Ongoing process form and coding sheet can be
  revised forever different judgments on
  correctness and completeness of questions