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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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Spring 03 Sumr 03 Fall 03 Spring 04 Sumr 03 Fall 04 Spring 05 Sumr 05
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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 [email protected]
IM name: Dukeref
Pam SessomsElectronic Services and Reference LibrarianUniversity of North CarolinaDavis LibraryChapel Hill, NC [email protected]
IM name: Davisrefdesk