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!