R u there?: Adding Instant Messaging to an Established Virtual Reference Service Jean Ferguson,...

r u there?: Adding Instant Messaging to an Established Virtual ReferenceService

Jean Ferguson, Perkins Library, Duke University Pam Sessoms, Davis Library, UNC-Chapel Hill

7th Annual Virtual Reference DeskRecognizing the Success of Reference

November 14-15, 2005

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The lay of the land…

UNC 27,276 enrolled Fall 2005

– 16, 764 undergrad– 8,175 grad– 2,337 professional

Davis is “main” library. Undergraduate Library has its own IM service

19 staff and handful of grad students share in chat service

Fall/Spring IM hours– 9 am – 9:45 pm most days– Commercial VR hours as

above but extended via collaborative service (9pm-midnight Sun-Thurs)

Duke 12,085 enrolled Fall 2004

– 6,092 Undergrads– 5,993 Grads

Perkins Library is “main” library. Divinity School has its own IM service

22 Librarians and 2 grad students share in chat service

Fall/Spring IM hours– 11am to midnight most days– Commercial VR hours

as above

smittyswife: Hi, Are you there?

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Outline

Why IM? IM vs commercial chat software Statistics Staffing Training Marketing Back end The Future

wangsta556: hello. i need some help

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Why IM?

totallystupid98: hello. you there?

62% of 18-27 year olds use IM

57% of group above use IM more than email

Pew Internet & American Life Project. How Americans use instant messaging. (9.1.2004) www.pewinternet.org

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Commercial VR vs. IM

Commercial VR Pros:

– You can check to see if the other librarian is signed on

– Keeps statistics – No software download

(sometimes)– Alerts until patron is picked up– One public identity to multiple

staff identities is transparent– Patrons do not need to

register with commercial entity

Instant Messaging Pros:

– Installed user base

– Familiar to users

– Encourages repeat use via buddy list

– Perceived as friendly and informal

shortlitlthing: i dont really know where to start

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Commercial VR vs. IM

Commercial VR Cons:

– Unstable– Not as intuitive to users not

already familiar with VR– Librarian-side configuration

can be difficult

Instant Messaging Cons:

– Shift change unclear– Stats are kept manually– Administration-side

configuration can be difficult– Perceived as non-professional

or silly by some librarians– Alerting is not always alertful– Spam/virii– Patrons must register with

commercial entity (ex, AOL)

honeybunny10101: hi. is this a library?

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Staffing Models

Similar to staffing a Reference Desk– Reference Desk– Staff Offices

montipanther2009: hey

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UNC: IM and Chat at the RefDesk

Much easier to staff– No shift change procedure needed

Sound alerts– IM: Mimics repeating bell sound

(ta-da, 20 seconds of silence, ta-da)

– Alert sound is configurable in Gaim

– Will not “ding until picked up”

tooforyoo: are u a girl

Well, not *at* the desk.

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Duke Staffing Model

Change to suit– Staff desks during busy times– Reference desk during slow times

Staff PCs must be configured Shift change can be hectic

– Shift change easier if only one IM protocol is involved– Sometimes we disconnect each other

iluvabiker390: i just wanna talk

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Marketing

Web page e-mail signatures Icon on desktop points to AIM Express and instructions Stickers or business cards to handout at classes, desk Library computer wallpaper, screensavers Press release Word of mouth within academic community Fliers with tear-off buddy name tabs

– Around library, campus, town

TaRhEeL4LiFe: what about snakes?TaRhEeL4LiFe : do you have books

on snakes?

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Training

Have all staff sign up for individual IM accounts Use these around the office Workshops Usually IM training is much

easier than commercial VR package Have lists of acronyms to allay any

staff anxiety about “chat lingo”

Seximexi056: if you want to meet up for coffee sometime give me a call

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Just in time training

Chat lingo Spam & Viruses

Obsoltwr: http://FullPictures.my-net-space.net/show.php? Abusive, Repetitive or Silly patrons Bots Screen names

Amazonwmn445 BlinkandDrink DuctTapeBoy45

Lowercase, informal language Being explicit by typing everything that you’re doing Short sentences or phrases

Sweetgurl1109: how do I cite a map from your map library when it was just laying on the table

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(11:26:20) patron: hi(11:26:41) DukeRef: Hi, how can I help you?(11:26:44) patron: idk(11:26:48) patron: i just wanna talk(11:26:48) patron: lol

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Forthcoming Script

Anonymizes Assigns random identity to

track repeat usage Calculates simple usage

stats– Min, max durations– Mean, average durations– By month, by protocol

Assumes Gaim usage Will be available for other

institutions to customize

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10 2005:Total chats: 214Longest : 01:19:16Average : 00:08:56Median : 00:05:47

Total chats (aim): 184Shortest : 00:00:00Longest : 01:19:16Average : 00:08:33Median : 00:05:40

Total chats (yahoo): 24Shortest : 00:00:00Longest : 00:56:13Average : 00:11:32Median : 00:06:07

Total chats (msn): 6Shortest : 00:01:59Longest : 00:21:13Average : 00:10:22Median : 00:09:30

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Back End Stuff

Demo of setup and transcript access Big caveat for using Gaim configured as shown:

– All gaim chats done on a PC with the GAIMHOME environment variable will be logged.

– We ask that librarians us the native client or Trillian for personal chats

– Gaim use is only for library IM service

nakedskunk5: hi there!!!!

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Future…

Social networking– Facebook

– Tent city website and marketing

Add IM interface onto commercial software Scripts for statistics gathering, reports Queueing Marketing

– Signs on busses, downtown, outside the library

carolinaguy4ever: YOU NAILED IT. Thank you so much!!!

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Questions

Jean FergusonReference Librarian, Coord. of Virtual ReferenceDuke UniversityPerkins LibraryDurham, NC 27708jean.f@duke.edu

IM name: Dukeref

Pam SessomsElectronic Services and Reference LibrarianUniversity of North CarolinaDavis LibraryChapel Hill, NC 27599pam_sessoms@unc.edu

IM name: Davisrefdesk