meeting information needs through instant messaging

1
meeting information needs through instant
messaging

• an LCoNZ initiative

2

• project process
• software options
• toolkit demonstration
• future

3
Project process

• LCoNZ libraries
• Otago University
• Victoria University of Wellington
• Waikato University
• Auckland University of Technology

4
software options

• what can we have?
• proprietary software
• instant messaging
• what do we want?
• ease of use for our customers
• ability to collaborate across team / library
  branches / LCoNZ libraries
• ease of use for library staff
• few technical requirements/limitations

5
proprietary software concept

• service connects to a web browser based
  application allowing multiple staff members to
  monitor a "waiting room" for incoming user
  queries. Customers place their queries through a
  web form, and are ushered into a chat session
  with a library staff member.
• a "library-centric" system
• two different sides to the reference environment
• 'front end' for clients and a 'behind the scenes'
  interface for library team

6
proprietary software

• eLibrarian(Digi-Net)
• Live Assistance (Live Helper)
• OnDemand Basic / Enhanced (Convey Systems)
• QuestionPoint- 24/7 Reference (OCLC)
• Timpani SB Chat / Timpani SB Contact Center (Live
  Person)
• VRL (Docutek - Sirsi)
• Virtual Reference ToolKit (Tutor.com) (now Ask A
  Librarian?)
• ConferenceRoom (WebMaster)
• Chatspace

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proprietary software pros and cons
8
instant messaging concept

• library staff connect to a range of different
  instant messaging (IM) services with a library
  account, using an aggregator application
• customers add the library account to their
  contact list on their own IM service (Windows
  Live, Yahoo chat, Google Talk, etc.) - the
  library appears as one of their friends
• meebo, Trillian, Psi and individual clients

9
Instant messaging pros and cons
10
project recommendations

• that LCoNZ libraries implement a Virtual
  Reference service using instant messaging
  software
• the service be adopted without a trial
• the service be established locally, initially,
  using a custom package designed by an
  implementation team

11
im toolkit

• Pidgin aggregator
• individual im accounts for staff
• meebo widget
• toolkit on wiki
• links to software with download and installation
  instructions

12
future developments

• faq development
• wiki / blog
• ideas?

13

• Thank you
• For more information
• Contact
• timothy.greig_at_vuw.ac.nz
• charlotte.clements_at_vuw.ac.nz