Kansas Tri-Conference: Day 1 – IM (Instant Messaging): 101

Kristin Whitehair (K-State)

Gave history of IM

Gave a couple of examples of IM reference questions at K State

IM in Libraries

• our users are using it
• 42% of all online users use IM – Pew
• 90% of teens using IM (AOL IM Trends)
• all age groups are using IM

IM is:

• immediate
• real time 
• point of need (answer question when customer needs the answer)
• interactive

Virtual Reference vs IM – Advantages over VR:

• easy – few requirements
• free
• widely used outside the library world
• lite programs
• cell phone and video features

Sacrificed Features for IM:

• co-browsing
• page pushing
• statistics gathering

Discussed K-State IM reference statistics

Types of IM available:

• client (downloaded)
• web-based – chat widgets embedded on webpages
• internal – staff IM

Gave example of Reference librarian who embedded Meebo widget onto her subject guide page and her own staff “who am I ” page

Internal IM: mentioned enterprise IM like GroupWise, opportunity for practice without contacting patrons

Popular IM Services:

• Yahoo Messenger
• Google Talk
• MSN Messenger
• AOL Instant Messenger (AIM)

Aggregators:

• GAIM (recently renamed Pidgin)
• Trillian
• Meebo

Considerations:

• staffing – how will you handle it
• security – files, sketchy links, individuals with questionable intent…
• dependability of service

staff training:

• etiquette and training
• traditionally casual and short messages
• appropriate use
• selecting a name
• lingo