EUP IM Reference Project

Article about our IM Reference Project

The manuscript of our article about this experience is progressing. We may consider the C&RL News submission guidelines as representative of guidelines for the type of publication to which we will submit this.

Positive feedback

Another patron using AIM commented tonight that "this is a great resource"!

positive feedback from a library user

On March 1st, I answered a reference question in IM. The person who asked the question then said, whoever thought of this AIM system, it's a wonderful idea. Wow--it felt so good to receive the compliment.

Q&A/Review session held with two colleagues

After the email was sent asking our colleagues to express their questions and concerns with IM Reference, 2 individuals requested a one-on-one session. I actually met with the two of them together on Friday, February 23rd. Questions were basic and concerned sign-in procedures, the difference between our shared reference desk account and their individual signons, windows management issues with instant messaging such as minimizing and switching between windows, and using away messages.

Continued concerns/problems with IM Reference

Some librarians had not become comfortable with AIM. On February 2nd, the following was sent via email:

Greetings Colleagues!A number of you have asked questions and expressed concerns about use of AOL IM in general or about the use of it to provide our IMA Librarian Reference service.Monty and I would like to address these concerns and work through any lingering issues. To help us determine whether one-on-one instruction or a general session is more appropriate, please reply to me by replying to this message. In your reply, please summarize what questions or concerns you have about providing this service. I think these issues will fall into two broad categories: (1) Use of AIM (signing in, adding buddies to the buddy list, windows management issues, etc.)(2) Reference in a virtual environment (how detailed to get in answers, managing multiple patrons at once, etc.)Please reply by next Tuesday (Feb. 6th).

Going Live as a Pilot

In January, soon after the start of the Spring semester, our library news page was updated with information about Instant Messaging. It also refers people to an IMALibrarian page for more information.

AIM was installed on each machine in Reference.

We talked about an assessment plan for the service.

Continued practice in December

Excerpts from Email sent December 2nd:

For those not at yesterday's meeting and as a reminder to those that were...We will again/still practice IMing through Finals week and will be initiating the service "live" early in the Spring semester. With that in mind, AIM should be up and running whenever you're at the desk during this period.
1) As agreed yesterday, I have downloaded the "full" version of AIM on both Info Desk machines.
2) Remember that this is a SHARED resource. As such, any changes an individual makes are made for everyone. So, p-l-e-a-s-e do NOT make changes in its configuration (or any other settings) until everyone is up to speed. At that point, we can discuss changing away messages, fonts, or whatever.
3) Given the slightly steeper learning curve, and since our initial practice sessions were less than successful, [librarian], [librarian], [librarian], and myself have "volunteered" to "coach" everyone 1-1 while you're at the Information Desk. I will try to catch as many as possible on Monday so that your accounts are at least "set up." If you want to do so yourself...
a) The first time you logon to either workstation, you should see the AIM icon on your desktop. Click the left mouse button twice to access the software.
b) Log in as [library username]. [password] is the password The next time you logon to the workstation, AIM will load automatically.
c) At some point (not at the same time), repeat a & b on the second machine (in case you're ever working from such).
4) Do NOT login anywhere else as BF Library unless you are prepared to serve as the "virtual librarian."
5) You don't have to be at the desk to practice. Login (using your personal account) from your office machine and IM whomever happens to be on. See #4 above...do NOT login as BF Library anywhere else unless you plan to serve as "virtual librarian."
* * * * *
Despite a slightly steeper learning curve with this version of the software, IMing's not hard. B-u-t...YOU NEED TO PRACTICE! In addition to the coaching staff, Liz and I will continue "spot checking" from time to time. Likewise, log on with a colleague and "play" for a few minutes each day. That's the best (and most fun) way to learn! See you in Cyberia!

Continuing the IM Reference Project

We observed that our colleagues were not consistently logging into AIM while at the reference desk to practice use of IM Reference. We held a meeting December 1st to determine the future of this project. Those attending stated their interest in continuing this trial. They showed enthusiasm and stated the need for more practice with more guidance. A couple of colleagues who are more comfortable with instant messaging offered to assist us in providing further instruction and assistance to those less familiar.

Instructions sent on November 10th

On November 10, an email with some instructions was sent to all library faculty after the email mentioned in the previous post was sent.

The instructions included the following:

1) Under TOOLS in Internet Explorer, be sure to disable pop-up blocker software before going to AIM.
2) For now, each of us will have to login to AIM Express (via AIM.com) each time we’re at the Information Desk (We will explore having AIM loaded at startup for all of our profiles at a later date.)
3) Do NOT use the account we’ve been practicing with so far. So as to best mirror “real life,” use the collective account we’ve established for the library: Username: [censored] Password: [censored]
4) If you want to IM someone at the desk, use the account you created for yourself.

After Sessions 1 & 2, we had ongoing IM practice

After Session 2, we decided to postpone the third training session. On November 10, we sent an email memo to all library faculty stating ,

Instead, starting Tuesday, we’d like to begin “live” training at the Info Desk through 12/1. Our thinking is that it would be hard to discuss issues, policies, and so on next week when the majority of faculty are new users of IM. By gaining some firsthand experience, everyone would have a better context for discussion and, conversely, questions/issues/concerns might arise that [we had not] anticipated.

Then, on December 1, we will meet and discuss issues and such in anticipation of going live for patrons in the Spring. Two key questions to think about till then: 1) what to call this service (IMALibrarian and SOS have been suggested) and 2) where should the link(s) to such go

Session 2 agenda

We are holding our second set of sessions for IM Reference training this week. Here is an announcement that includes the session agenda:

Liz and I will be holding the second training sessions for instant messaging Wednesday (11/8) and Friday (11/10) from 9-? in the lab.

This session’s topics include:

adding a buddy and creating a buddy list
send message/reply to IM
emoticons
away messages
copy/paste/insert link

Depending on time, questions, and so on…we may try to discuss other topics as well.

We’re still evolving/working on Session 3. At this point, we’re thinking it will focus a lot on following-up on previous sessions as well as trying to address some of the procedural questions/concerns that are part of offering this service.

We still hope to conclude “training” before Thanksgiving and then practice “live” till the end of the semester.

M.

Introduction to aim sessions

Introduction to aim training sessions have been set for this week. Two sessions will be held and we have requested that all librarians attend at least one of the sessions.

Below is the content of the email announcing the sessions

Colleagues,

We are planning to offer two sessions this week for all
reference librarians to introduce the use of aol instant messenger (AIM). This is so we can use AIM to provide reference services by IM (instant messenger). Both sessions will cover the same material, so you need only attend one or the other.

In the first session, we will cover the following:

*choosing a BuddyName (please have some ideas in mind before you come to the session, or visit http://www.aim.com/ and sign up for your
buddyname before the session if you prefer ... please keep privacy issues in mind. You may NOT want to choose a buddy name
that gives away personal information about you such as your name and zip code.)

*signing up for AIM (for the purposes of learning/practicing with AIM,
we are each going to use our own buddyname)

*features and use of web-based AIM

Please try to attend one of the sessions.

The sessions will be held in the computer lab and will last about 1/2
hour to 45 minutes:

*Wednesday, 10/25 at 9 a.m.
*Friday, 10/27 at 9 a.m.