Pros & Cons of IM/SMS for Virtual

Reference

Kris Johnson, CoordinatorAskColorado Virtual Reference

Collaborative Colorado State Library

Albuquerque, New Mexico - March 15, 2007

For Your Consideration -

Using IM or SMS for Virtual Reference

General Presentation Outline

Virtual reference defined Changing nature of library public services How libraries can use new communication

technologies to stay in the forefront About IM and SMS…and Call Center

software Virtual Reference Choices: Pros and Cons

Questions - Discussion

Real-time reference

Digital reference

Chat reference

Live reference

Virtual reference

24/7 reference

IM reference

eReference

Virtual Reference?

SMS reference

Call Center Software

Online reference

Virtual Reference Definition

From RUSA:

“Reference service initiated electronically, often in real-time, where patrons employ computers or other internet technology to communicate with reference staff.”

Chat Reference Definition

From liswiki.org:

“A form of virtual reference (or digital reference) in which the librarian and user exchange typed messages via an internet connection. Distinguished from other types of Virtual reference because it is a synchronous communication method, rather than something like email, which is asynchronous. ”

Collaborative Virtual Reference Definition

From RUSA: Some libraries may choose to provide virtual

reference services collaboratively with other libraries: to extend their hours of operation to distribute staffing of the service across multiple

libraries to extend the expertise available to realize cost saving associated with economies of

scale. Such collaboration may include working with virtual

reference vendors, and/or participation in large regional or national collaborations.

IM Definition

From Wikipedia:

“Instant messaging or IM is a form of real-time communication between two or more people based on typed text. The text is conveyed via computers connected over a network such as the Internet.”

SMS Definition

From liswiki.org:

“A form of virtual reference (or digital reference) in which users can send questions on their cell phones via SMS (also known as text messaging). ”

SMS = Short Message Service

"This site is awesome and I recommend it to many people. I know the internet has a wealth of information on it but so often it is hard to find. Your site takes so much of the frustration out of research. Thank you! Thank you!”*

*AskColorado patron

AskColorado received 50,000+ queries in 2006

"The ultimate goal is to have a computer that has the kind of semantic knowledge that a reference librarian has," says Google's director of technology Craig Silverstein. But truly smart search engines are probably decades away.”*

*Newsweek (3/29/2004): p.58

Google receives ~91 million searches…

per day.

What Has Happened to theLibrary Brand?

Recent reports suggest libraries could benefit from new, innovative methods of outreach to the public. The Digital Disconnect: The Widening Gap Between

Internet-Savvy Students and their Schools, 2002, Pew Internet & American Life Project

White Paper on The Information Habits of College Students, 2002, OCLC

Environmental Scan, 2003, OCLC Perception of Libraries and Information Resources, 2005,

OCLC Membership Report

Imagine What WouldHappen to Google…

If it was only online 10 am – 7:45 pm (PST). If it closed on Mondays and all major

holidays. If it required you to login with a proxy

server password and login, 12 digit barcode, or SIN: student identification number.

If it made you type your searches using strange sounding search logic called Boolean operators and truncation.

If it required you to use proper spelling!

Changing Nature ofLibrary Public Services

“The place libraries hold today is no longer as distinct as it once was.”

OCLC Environmental Scan, 2003

Changing Nature ofLibrary Public Services

“College students have confidence in their abilities to locate information for their study assignments. The first-choice web resources for most of their assignments are search engines (such as Google or Alta Vista).”

OCLC White Paper on The Information Habits of College Students, 2002

Changing Nature ofLibrary Public Services

“Much like a school-issued textbook or a traditional library, students think of the Internet as the place to find primary and secondary source material for their reports, presentations, and projects.”

Pew Internet & American Life Project The Digital Disconnect: The Widening Gap Between Internet-Savvy Students and their Schools, 2002

Changing Nature ofLibrary Public Services

“It is time to rejuvenate the ‘Library’ brand.” OCLC Perception of Libraries and

Information Resources, 2005

How to Rejuvenatethe Library Brand

Libraries can use new communication technologies to stay in the forefront. Blogs Wikis RSS Feeds Synchronous and asynchronous

Virtual Reference communications

How VR Can Aid Rejuvenation

People are starting to expect real-time online service everywhere; e.g. retail, government services Can help attract new users Change expectations of current users Puts us where our users are: online Makes us more findable in the online

environment

How VR Can Aid Rejuvenation

Get our knowledge, helpfulness, and information expertise out there where the users are Lead newer users towards thinking of libraries

as the “go to” resource for their information needs

Lead older or lost users towards remembering that libraries are the “go to” resource for their information needs

Instant Messaging (IM)

Uses popular IM programs: AOL’s AIM MSN Windows Live

Messenger Yahoo Messenger

Free to library to patron

Why Use IM?

Used by many libraries as a low-cost method of offering chat-based reference - most are free

Instantaneous, synchronous (simultaneous) communication - very fast!

Easy – for librarian and patron Generally not platform dependent

(works on Macs and PCs) Potential for high visibility/impact with

minimal effort

Why Use IM?

Your Patrons (or future patrons!) may already be using it 75% of online teens IM 42% of online adults IM 50% of IMing teens (32% of all

teens) IM every single day

* Pew Internet and American Life Project. Teens and Technology. 07/27/2005.

IM: Considerations

Patron and librarian have to download a program

Commercial chat terms of service may include privacy concerns read, then inform your users

No co-browsing No 24/7 availability Can’t do queuing or multiple patrons

unless you maintain more than one IM account

Libraries Using IM

A good list is available at: Library Success: A Best Practices

Wiki

University of New Mexico is Using IM:

IM Aggregator Software

Allows you to monitor multiple IM accounts through one interface

Trillian Gaim

Free

Embedded Chat

Completely web-based chat — no installations (downloads)

Sign-in with multiple accounts at once

Works even if IM is blocked at your site

Connection embedded directly into your website

Libraries Using Embedded Chat

MeeboMe for Embedded Chat: Library Success: A Best Practices Wiki

Chatango for Embedded Chat: Library Success: A Best Practices Wiki

Plugoo for Embedded Chat: Library Success: A Best Practices Wiki

Web-based IM with Meebo

Completely web-based—no installations (downloads) Sign in with multiple accounts at once Even if IM is blocked, this still works

Livermore (CA) Public Library is Using IM & Meebo:

Livermore (CA) Public Library’s Meebo Embedded Chat

:

Short Messaging System (SMS)

Reference via cell phone text-messaging (patron-side) and an e-mail account (librarian-side) Need a special, third party software

called “Reference by SMS” from Altarama (Australian based company)

Text messagee-mailtext message

Why Use SMS?

Again, your patrons (or future patrons!) may already be using it 45% of Americans (any age) have

cell phones 27% of them use SMS (text

messaging)

Pew Internet and American Life Project. The Rise of Cell Phone Text Messaging. March 14, 2005.

SMS: Considerations

Patron needs a cell phone Currently uses servers based in

Australia (Altarama) and not all cell phones can handle international SMS

Limited message length Not synchronous

Libraries Using SMS

Very few: Library Success: A Best Practices

Wiki currently lists five (5)

Southeastern Louisiana University is Using SMS:

Call Center Software

a.k.a. Live Chat Support Software; Live Support Software

Used mostly by businesses Allows web site visitors to

instantaneously communicate and interact with customer service personnel

Why Use Call Center Software?

Used by many libraries as a middle-ground method of offering chat-based reference between Collaborative VR and free IM

Cost $$ But generally not as much as VR software

Fast and offers some advanced features over basic IM

Can embed in your webpage Patron doesn’t have to download anything

Call Center Software: Considerations

Call center software companies are not “library” focused

No true co-browsing No 24/7 availability Can’t do queuing Can’t do multiple patrons

unless you pay for multiple “seats”

Eastern New Mexico University is Using Call Center Software

Dennison Memorial Health Sciences Library (Denver, CO) is Using Call Center Software

Library Vendor Based Virtual Reference (VR)

Software Features Fee-based software application that

offers a suite of reference services and features: Synchronous communication Instant messaging (IM) Co-browsing of web pages (or modified co-browsing) Document sharing Queuing and notification of incoming calls Call transferring Customization of pre-scripted messages Storage of chat transcripts – and e-mail features Statistical reporting Exit surveys

Three Major VR Software Companies

QuestionPoint 24/7 Reference: www.questionpoint.org

Tutor.com: www.tutor.com

Docutek VRLPlus: www.docutek.com/products/vrlplus/

index.html

Collaborative VR Software - Considerations

Slower - than basic IM Training – advanced complexity requires

longer training (than basic IM) Less Compatibility – stiffer computer

requirements r.e. operating systems, browser versions, firewalls, and connection speeds

Disconnects: advanced complexity leads to more frequent disconnects (than IM)

Collaborative VR Software - Considerations

Stored transcripts kept in-definitely Patron generally not connected to a

local librarian Cost: Depending on co-cop, no co-op,

library size, etc. cost could be thousands of dollars

Why Libraries Join VR Cooperatives

Power in numbers Combined financial and human resources

distributes costs and staffing Partnering helps to increase usage by

offering continuous hours of service Allows libraries to extend their service

hours and outreach efforts – 24/7 model

Why Libraries Join VR Cooperative

Many libraries want to provide virtual reference service to patrons, but can't afford to start service on own Gain the benefits of the virtual reference

software package Better use of taxpayer dollars to

collaborate

Why Libraries Join VR Cooperatives

For rural areas: Library may be too small, isolated, or

under staffed to offer adequate services Library are often closed when patrons

need access or assistance For colleges and universities:

Virtual reference can be used to enhance distance education

Why Libraries Join VR Cooperatives

Opportunities for librarian rejuvenation Learn new skills Interact with patrons in new, exciting

environment Share expertise with larger audience Extend the library to new Internet based

society – ‘social networking’

How VR Works 24/7

AskColorado uses the Tutor.com Librarians By Request (LBR) service provide the service after-hours and in Spanish

Many libraries organize their won 24/7 staffing

OCLC QuestionPoint offers 24/7 back-up service

Libraries Offering VR Services

Links to many others from the LIS wiki.com http://liswiki.com/wiki/Chat_reference_libr

aries

Collaborative VR – Queues

http://www.askcolorado.org/

Collaborative VR – Logging In

Collaborative VR - Interacting

Prior to implementing, think about: Who are you going to serve? Do you separately staff for VR service? If not, how do you handle multiple services

(VR, in-person, phone) at the same time? Who is your primary responder to VR? What kind of questions do you answer on VR? What kind of security issues are there? What kind of technical issue do you have

locally?

VR Implementation - Considerations

Contact Info:

Kris Johnson - AskColorado CoordinatorColorado State Libraryjohnson_k@cde.state.co.us - 303-866-6922

Questions - Discussion