Instant Messaging

 

Instant Messaging Why use IM for reference? IM at UBC Library Software Staffing Statistics Further Reading

 

 

Why use IM for reference?

 

• many of our patrons are familiar with IM - in fact, it's the communication tool of choice for many students.

• once we are in our patron's buddy list - they can easily contact us again.

• software is free and easy to use.

 

 

IM at UBC Library

 

 

• Individual subject librarians at UBC are using IM to connect with each other and with patrons.

   

   

   

• Physiotherapy Outreach Librarian uses MeeboMe widget on UBC Physio Info-blog - patrons can chat with him via the blog with no need for an IM client.

 

 

• IM the Library: a pilot project which ran from February - August 2006.

• Offered alongside our existing virtual reference service.

• Promoted on the UBC Library website:

 

 

 

Software

 

 

• Selected a buddy name: UBCLibraryHelp

 

 

• Set up accounts with 4 instant messaging clients (to reach maximum number of patrons):

   

  • AIM

  • Google Talk

  • MSN Messenger

  • Yahoo! Messenger

 

 

• Used Gaim, an open source, multi-protocol client, to monitor all IM accounts within one window.

 

 

Staffing

 

 

• staffed by librarians working on the existing chat reference service

• training on Gaim software and procedures but librarians already familiar with communicating via chat

 

 

Statistics

 

• Added to 243 patron buddy lists.

 

 

• 245 instant messages received from patrons.

 

 

• Breakdown by IM client:

  • AIM: 4%

  • Google Talk: 6%

  • MSN Messenger: 83%

  • Yahoo! Messenger: 7%

 

• Question types: directional, ready reference, research

 

 

Further Reading

 

Garton, Megan. (2007). CUOL: See You Online: How to Start Instant Message Reference at Your Library. AALL Spectrum. March 2007; 11(5): 8 - 9.

 

Lenhart, A., Madden, M., & Hitlin, P. (2005). Teens and technology. Pew Internet and American Life Project.: http://www.pewinternet.org/pdfs/PIP_Teens_Tech_July2005web.pdf

 

Library Success Wiki, Online Reference: http://www.libsuccess.org/index.php?title=Online_Reference

 

Maximiek, Sarah, Brown, E. & Rushton, E. (2006). Connecting to Students: Launching Instant Messaging Reference at Binghamton University. College & Undergraduate Libraries. Freely available online through E-LIS: http://eprints.rclis.org/archive/00008769/

 

 

Shiu, E., & Lenhart, A. How Americans use instant messaging. Pew Internet and American Life Project. : http://www.pewinternet.org/pdfs/PIP_Instantmessage_Report.pdf

 

 

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