Welcome!

2. Welcome! • Workshop objectives: • WHAT is instant messaging? • WHY are we using it in the library? • HOW can your library get involved?

4. What is instant messaging? • Main purpose: one-on-one, real-time messaging over the Internet • Ancillary functions: File transfers, chat rooms, voice over IP • Most commonly referred to as IM, which can be a noun (“Are you logged into IM?”) or a verb (“IM me!”) • IM equivalent of an email address is your screen name (or buddy name)

5. What is IM? (continued) • Typically accomplished through a small, free program you download and install on your computer • There are also web-based versions, notably AIM Express, that can be used through a browser with no additional software • How are messages sent? • Manually typing in another user’s screen name • Clicking a name on your buddy list

6. Different kinds of IM • IRC (Internet Relay Chat) is grandaddy of IM—introduced in 1988 • AOL Instant Messenger (AIM) is, by far, the most widely used IM service • Yahoo and MSN also offer messaging services (and will soon be interoperable) • Google Talk is new player (and Google recently integrated it into gmail)

7. So how to pick a service? • Good news: you don’t have to choose just one! • IM aggregator programs like Trillian <http://www.ceruleanstudios.com/learn/> and meebo <http://www17.meebo.com/> allow you to sign in to multiple services simultaneously • If using multiple services, try to get the same screen name across services

9. Who is instant messaging • Among undergrads, almost everybody • July 2005 Pew Report (“Internet and American Life Project”) • 42% of adults use IM • 75% of teens aged 12-17 • IM preferred to email <http://www.pewinternet.org/pdfs/PIP_Teens_Tech_July2005web.pdf> • November 2005 cnet poll • 66% of 13- to 21-year-olds say they send more IMs than emails <http://news.com.com/Study+Teenagers+favor+IM+over+e-mail/2100-1032_3-5944265.html>

10. Going where our patrons are • We’re at their fingertips—if they add us to their buddy list, they can be talking to us in one click • Builds relationships with users • IM is user-centered. “Users aren’t required to enter into an alienating librarian-designed environment to receive assistance.” (“Web-Based Chat vs. Instant Messaging,” Sarah Houghton and Aaron Schmidt, Online July/August 2005)

11. IM vs. Docutek Chat • IM performance is superior in most cases: • Initiating sessions • Interaction with users • Reliability • Cost • Docutek does offer workflow advantages

12. IM vs. Docutek (2) Getting started • Docutek: Have to log in, entering personal information each time, and then wait for the sluggish interface to load • IM: User simply opens IM program and types message Messaging • Docutek: There is a substantial and disorienting lag between when message is sent and when it appears on the other end. No feedback as to when other person is typing. • IM: Message appears at the other end virtually instantaneously, and you can see when the other person is typing. End result: interactions are much more fluid and feel more like a conversation.

13. IM vs. Docutek (3) • Reliability • Docutek: Periodically freezes, sometimes doesn’t notify when a new patron is in queue, is picky about certain browser configurations • IM: Very stable, browser-independent • Cost • Docutek: Substantial yearly maintenance fee • IM: Free! (nominal cost for Trillian Pro software)

14. IM vs. Docutek (4) Workflow management • Docutek: allows queuing of patrons when there are multiple patrons • Docutek: allows multiple libraries/librarians to monitor the same queue and answer incoming calls • These features distribute questions and decrease stress at busy times • IM: No queuing, no sharing of queues. One login per buddy name = that call is for you!

15. So why are we still offering Docutek chat at all? • Allows for distributed pool of answerers for a single queue of patrons (vs. IM, which only allows you to be logged in under a particular screen name on one machine at a time) • For users who don’t have IM software and don’t want to use web-based IM (which still requires an account with an IM provider) • Better info for librarians before initiating chat

16. IM as an office tool • IM isn’t just useful for talking to patrons—library staff can use it to talk to each other • AOL Survey on AIM use in the workplace: Screen name on your business card? Avoid difficult in-person interactions? <http://www.pcworld.com/news/article/0,aid,123518,00.asp> • As of September 2004, 21% of Americans used IM at work (“How Americans Use Instant Messaging,” Pew Report) http://www.pewinternet.org/pdfs/PIP_Instantmessage_Report.pdf

18. Source: “Parents Fret That Dialing Up Interferes With Growing Up,” New York Times, October 23, 2005

19. Lingo • Common fear is that IM-speak will be indecipherable • In our experience, users keep abbreviations and slang to a minimum • All-lowercase typing is typical, and allows for a speedier conversation

20. Viruses and SPIM • As with email, viruses and junkmail can be transmitted via IM. • Also as with email, the antivirus software that is standard on all library machines protects against most threats. • To get infected while using IM, you typically need to either click on a link or accept a file transfer. Neither of these things should come up in the course of a normal library IM session. • SPIM=IM spam. Nowhere near as bad as email, but occasionally a commercial message will pop up. Just ignore these, and don’t click any links.

21. Privacy: Yours and the patron’s • When signing up for an IM account, avoid providing unnecessary personal information • Like email, regular IMing is about as secure as sending a postcard through the mail, so exercise common sense and don’t send anything highly personal or confidential via IM • Transcripts of chats are stored on both your local machine and, presumably, on the IM service’s servers

22. Is instant messaging difficult? • IM software is extremely easy to use • If you can type and click a button, and occasionally copy and paste a link, you can IM • Speed of transactions (“Will I be able to type fast enough?”) • One study found that IMers have an average of 2.7 conversations going at once—so don’t panic! <http://www.livescience.com/technology/050301_internet_language.html>

24. Library: Is IM a library service? Patrons: Yes! • April 2005: IM volume was more than double Chat. Overall virtual reference questions increased by 40% over April 2004

25. Who is using IM at UIUC? • 85% of our IM questions come from UIUC Undergrads • 11% graduate students • 1.5% faculty/staff • 3% other (alumni, public, etc.)

26. What are they asking? • Data analysis for IM is on-going • For Chat the same questions as in-person • 35% research assistance • 30% finding known items • Other categories of questions • Online access troubleshooting • Citation assistance/Refworks • Different than questions we receive via email • Preference for research assistance is “live”

27. When are we busy? (Sept 2005)

28. YES We were (a little) nervous Staff were (mostly) willing Training was easy – interface is easy Overall staff at all levels like IM: easy to use and grateful patrons  BUT  Volume of IM is high Some stress with multiple IMs IM only logged in once per library – can’t share the work among available staff or between libraries Concerns with adding IM: Could we do more?

29. Why Chat and IM? • 36% of Chat users are UIUC graduate students (vs. 11% of IM users) • 10% of Chat users are UIUC faculty (vs. 1.5% of IM users) • Chat vastly preferred by unaffiliated users with questions about UIUC’s library. • During the summer, when campus has a smaller number of undergrads, Chat volume surpassed IM volume. (2:1 in July) • Bottom-line: faculty and graduate students (not yet) using IM. No one is likely to start using IM just to ask us a question.

31. UIUC IM Service Model • Staffed concurrently with other reference services • Separate Accounts (“Buddy Names”) on central page • User Selects “Buddy” they want to contact • Trillian software (AIM, MSN, Yahoo, Google)

32. UIUC IM Service Model • Role of Ask-A-Librarian page • Referrals and Consultations • No built-in referral mechanism (yet) • Departmental Collections • Often call other libraries • Refer to email (central and departmental) • Users expect full-text, but accept referrals

33. Other Possible Service Models • On Desk (concurrent) • Same hours as regular reference service • Can be too busy • In office (1) • Select hours advertised on unit website • Can share between units (divisional service) • In office (2) • “Office Hours” • Advertise through BI sessions

34. Promoting IM • Promote your screen name and service • Admin should be messaging as well • Train and encourage staff to communicate via IM from their desks • Add your IM name to your business cards from Aaron Schmidt presentation, “Having a telephone” http://www.walkingpaper.org/presentation/havingaphone/

35. Other Possible Service Models • Use us. Please. • Include link to Ask-A-Librarian page with unit email and telephone information • Central service will refer back to unit when applicable (see: http://www.library.uiuc.edu/cpsdev/altnav/ask_mockup.htm ) • Main Ask A Librarian page can list all services

36. Recommended reading • Abram, Stephen. “Twenty Reasons to Love IM.” Information Outlook, October 2004, 8(1), p. 40-42. • Houghton, Sarah and Aaron Schmidt. “Web-Based Chat vs. Instant Messaging.” Online, July/Aug 2005, 29(4), p. 26-30. • “Online Safety/Security FAQ.” AOL Instant Messenger Help Page. http://www.aim.com/help_faq/security/faq.adp?aolp= • Spanbauer, Scott et al. “A Grown-Up’s Guide to Instant Messaging.” PC World, March 2004, 22(3), p. 168-170.