IM Ref in the Fast Lane: What Weve Learned

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IM Ref in the Fast LaneWhat Weve Learned

• Illinois Library Association
• October 14, 2005
• www.homerlibrary.org/HomerILA.ppt
• Brian Smith
• Homer Township Public Library

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What Is IM?
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What IM Is Like

• Some people have described
• Instant Messaging as
• Email on steroids.

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What Weve Learned

• Its more like
• Email on amphetamines.

Chronic use can induce psychosis
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Popular IM Programs

• AOL Instant Messenger
• www.aim.com
• Yahoo! Messenger
• messenger.yahoo.com
• MSN Messenger
• messenger.msn.com
• Google Talk
• www.google.com/talk

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Popular IM Programs

• Software like Trillian or GAIM can be used to
  manage multiple IM platforms.
• www.trillian.cc
• gaim.sourceforge.net
• Web-based solution
• www.meebo.com

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IM EZ

• Make up a screen name and register.
• Download and install the software on the computer
  used for IM reference. (IM clients also have
  Web-based options.)
• Set up options (profile, buddy icon, away
  message, annoyance reductions, etc.).

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Why Do IM Reference?

• Be available as many ways as possible
• Walk-ins.
• Phone.
• Fax.
• Email.
• Collaborative webchat service.
• IM.

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Why Do IM Reference?

• 87 of teens (ages 12-17) are online.
• 75 of online teens use instant messaging.
• 32 of all teens (50 of online teens) use IM
  every day.
• 24 of online teens say IM is how they prefer to
  communicate with friends.
• 78 of teens on IM have used it to talk about
  school work.
• Source Pew Internet American Life Project

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Why Do IM Reference?

• 12 of U.S. adults use IM on a typical day.
• About 80 of young adults (18-24) use IM at least
  occasionally.
• More than 25 of online seniors (59) use IM.
• More than 30 of office employees use IM at work.
• Worldwide IM traffic is projected to triple over
  the next 5 years.
• Sources Pew Internet American Life Project,
  BIGresearch, ePolicy Institute, Radicati Group.

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Some Potential Concerns

• Privacy issues.
• Online safety.
• Network security.
• Harassment of reference staff.

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IM at HTPL

• Officially started service in February.
• Only 1 of our 3 reference people really used IM
  before we started.
• We started using only AIM.

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IM at HTPL

• IM is part of reference desk duty.
• Unavailable when were closed, taking a break, or
  helping others.
• On a typical day, patrons initiate about 10 or 15
  IM sessions with us.

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Use and Abuse

• About half real questions Info on a
  subject. Catalog lookups and renewals.
  Library info (closing time, programs, etc.)
• Kids who just want to chat.
• Are you a person or robot?
• Rude and annoying people.
• Whats 22?

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IM Reference Example

• bRitNyH8R hi
• homerlib hi
• homerlib do u have a question for the library?
• bRitNyH8R ya i need help with homewprk
• bRitNyH8R homework
• homerlib ok
• bRitNyH8R i need info on venus
• homerlib venus the planet or the goddess?
• bRitNyH8R planet
• homerlib hold on, ill try to find a site for u
  
• bRitNyH8R k

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Advertising

• Business cards

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Advertising

• Signs

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Advertising

• Website

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Advertising

• Fliers sent to schools

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What Weve Learned

• Do not send fliers to every classroom on the same
  day!
• 100 IMs after school
• that day!

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What Weve Learned

• Set up anti-annoyance options before starting
  service!

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What Weve Learned

• Abraham Lincoln is a good buddy icon to use if
  you want to be told you have a really lame buddy
  icon.

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Our Homemade Icon
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What Weve Learned

• People dont use shorthand with us as much as we
  thought they would.
• But its good to know some
• g2g brb k

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What Weve Learned
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What Weve Learned
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Life in the Fast Lane
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Danger in the Fast Lane
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Danger in the Fast Lane
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ttyl

• AIM (me) homerlib17
• Email bsmith_at_homerlibrary.org
• This presentation
• www.homerlibrary.org/HomerILA.ppt