Widget What? Implementing Widget What? Implementing Reliable Instant Messaging at Your Reliable Instant Messaging at Your

LibraryLibrary

Karen McCoy, MLISKaren McCoy, MLIS

Adult Services LibrarianAdult Services Librarian

Farmington Public Library, NMFarmington Public Library, NM

What this workshop will What this workshop will hopefully help you avoid:hopefully help you avoid:

Instant Messaging:Instant Messaging:What does it mean for my library?What does it mean for my library?

More often, libraries are communicating with More often, libraries are communicating with patrons in real time over the internetpatrons in real time over the internet ““Online real-time chat reference services have become Online real-time chat reference services have become

increasingly prevalent in many types and sizes of libraries” (1). increasingly prevalent in many types and sizes of libraries” (1).

BUT…BUT… ““Because no IM technology standard has been approved by all Because no IM technology standard has been approved by all

the major players, IM has long been problematic to libraries… the major players, IM has long been problematic to libraries… but newer IM products can help resolve these dilemmas.but newer IM products can help resolve these dilemmas.” (2). ” (2).

1. Kwon, Nahyun, & Gregory, Vicki L. (2007). The effects of librarians' behavioral performance on user satisfaction in chat reference services. Reference & User Services Quarterly. 47, 137-148, 137.

2. Rethlefsen, Melissa L. (Summer 2007). Product Pipeline. Netconnect, 14-16

Instant Messaging vs. Chat SoftwareInstant Messaging vs. Chat Software What’s the difference? What’s the difference?

– Chat Software:Chat Software: fee-based, usually only used in businesses fee-based, usually only used in businesses and libraries and libraries (usually part of a consortium to reduce cost)(usually part of a consortium to reduce cost) also referred to as “virtual reference” or “chat reference.”also referred to as “virtual reference” or “chat reference.”

– Instant Messaging:Instant Messaging: FREE to libraries and patronsFREE to libraries and patrons, more , more often used by people in their daily lives, generally not often used by people in their daily lives, generally not platform dependent (1), more compatible in a Web 2.0 platform dependent (1), more compatible in a Web 2.0 environmentenvironment

A recent trend in reference service seems to be A recent trend in reference service seems to be a move from use of chat reference software to a move from use of chat reference software to use of IM (2).use of IM (2).

1. Johnson, Kris. “Pros & Cons of IM/SMS Virtual Reference.” NMLA/MPLA Presentation. March, 2007

2. Naylor, Sharon, Stoffel, Bruce, & Van Der Laan, Sharon (2008). Why isn't our chat reference used more? Reference & User Services Quarterly. 47.4, 342-354, 352.

InstantInstant Messaging vs. SMSMessaging vs. SMS

SMS = Short Message ServiceSMS = Short Message Service In other words, In other words, SMS = text messagingSMS = text messaging Some main differences:Some main differences:

– Instant Messaging uses a PC to communicate Instant Messaging uses a PC to communicate while SMS uses a cell phonewhile SMS uses a cell phone

– SMS has a 140 character limitSMS has a 140 character limit

Instant Messaging: So many options!Instant Messaging: So many options!

AIM - America Online’s Instant MessengerAIM - America Online’s Instant Messengerhttp://www.aim.com

Windows Live - Microsoft’s Instant MessengerWindows Live - Microsoft’s Instant Messengerhttp://download.live.com/?sku=messenger

Yahoo Messenger Yahoo Messenger http://messenger.yahoo.com/

GTalk - Google’s Instant MessengerGTalk - Google’s Instant Messengerhttp://www.google.com/talk/

……and we’ve barely scratched the surface!and we’ve barely scratched the surface!

The good news: free aggregatorsThe good news: free aggregators TrillianTrillian http://www.ceruleanstudios.com

– AIM, Yahoo, and MSN all in one interfaceAIM, Yahoo, and MSN all in one interface

PidginPidgin http://www.pidgin.com/im– All of the above, plus GTalk, and more!All of the above, plus GTalk, and more!

MeeboMeebo http://www.meebo.com– Much like the above, except completely web-based (no Much like the above, except completely web-based (no

downloads needed!), now includes Facebook Chatdownloads needed!), now includes Facebook Chat

DigsbyDigsby http://www.digsby.com– Compatible with different platforms (Mac and PC)Compatible with different platforms (Mac and PC)– Website includes screenshots to help get you startedWebsite includes screenshots to help get you started

Instant Messaging @ Your LibraryInstant Messaging @ Your LibraryOption 1:Option 1: BronzeBronze

The integration of one of the four aggregators The integration of one of the four aggregators at your libraryat your library

Choose the aggregator of your choiceChoose the aggregator of your choice Download is freeDownload is free Register email accounts with the main chat Register email accounts with the main chat

services through AIM, MSN, Yahoo, and services through AIM, MSN, Yahoo, and GmailGmail

Instant Messaging @ Your LibraryInstant Messaging @ Your LibraryOption 1:Option 1: BronzeBronze

Instant Messaging @ Your LibraryInstant Messaging @ Your LibraryThe Upside ofThe Upside of BronzeBronze

FREE!FREE! Minimum technical expertise requiredMinimum technical expertise required Patrons can add you as their buddy through Patrons can add you as their buddy through

AIM, Yahoo, MSN, and/or GTalkAIM, Yahoo, MSN, and/or GTalk Aggregators pose no problems for SMSAggregators pose no problems for SMS

– SMS is available through AIM!SMS is available through AIM! Users send message to 265010 and enter the text of the Users send message to 265010 and enter the text of the

library’s AIM address and then the questionlibrary’s AIM address and then the question

Instant Messaging @ Your LibraryInstant Messaging @ Your LibraryThe Downside ofThe Downside of BronzeBronze

Patrons are required to download IM software Patrons are required to download IM software – They also need an email address accessible They also need an email address accessible

through either AIM, MSN, Yahoo or Gtalkthrough either AIM, MSN, Yahoo or Gtalk

Low visibilityLow visibility Each aggregator has its own learning curve Each aggregator has its own learning curve Little to no tech support from the software Little to no tech support from the software

manufacturersmanufacturers Some aggregators, particularly Trillian, are not Some aggregators, particularly Trillian, are not

Web 2.0 compatibleWeb 2.0 compatible

Instant Messaging @ Your LibraryInstant Messaging @ Your LibraryOption 2:Option 2: SilverSilver

Widget what? Add widgets to aggregatorsWidget what? Add widgets to aggregators– Internet based chat window that allows patrons to Internet based chat window that allows patrons to

chat instantly via the library’s web page chat instantly via the library’s web page

Types of widgetsTypes of widgets– EmbeddedEmbedded – within the web page – within the web page

– Pop-upPop-up – external from the web page – external from the web page

Common widgets used in librariesCommon widgets used in libraries--MeeboMe -Digsby -Plugoo -ChatangoMeeboMe -Digsby -Plugoo -Chatango

Instant Messaging @ Your LibraryInstant Messaging @ Your LibraryOption 2:Option 2: SilverSilver

Instant Messaging @ Your LibraryInstant Messaging @ Your LibraryOption 2:Option 2: SilverSilver

Instant Messaging @ Your LibraryInstant Messaging @ Your LibraryThe Upside ofThe Upside of SilverSilver

No extra IM software downloads required, No extra IM software downloads required, for you or your patronsfor you or your patrons

High visibilityHigh visibility No need to juggle between two chat No need to juggle between two chat

programs programs CustomizableCustomizable Transcripts possibleTranscripts possible

Instant Messaging @ Your LibraryInstant Messaging @ Your LibraryThe Downside ofThe Downside of SilverSilver

Most widgets require flash software, not feasible for Most widgets require flash software, not feasible for rural New Mexico library usersrural New Mexico library users

Accessing chat transcripts can be trickyAccessing chat transcripts can be tricky Chat box text is often small and hard to readChat box text is often small and hard to read Embedded widgets make for “wandering patrons”Embedded widgets make for “wandering patrons” Requires a lot more technical expertise, and a basic Requires a lot more technical expertise, and a basic

knowledge of web design and codeknowledge of web design and code Resistant to firewalls, appears “offline” Resistant to firewalls, appears “offline”

– Digsby works better than Plugoo and Meebo in this regardDigsby works better than Plugoo and Meebo in this regard– Former Just Ask Former Just Ask page

Instant Messaging @ Your LibraryInstant Messaging @ Your LibraryOption 3:Option 3: GoldGold

LibraryH3lpLibraryH3lp: a useful aggregator/widget : a useful aggregator/widget alternativealternative– Created by Pam and Eric Sessoms at UNC Chapel HillCreated by Pam and Eric Sessoms at UNC Chapel Hill

Great alternative for a multi-branch or multi-Great alternative for a multi-branch or multi-library system library system

XMPP add-ons XMPP add-ons throughthrough Pidgin Pidgin oror Meebo Meebo

– Translation: much better widgetsTranslation: much better widgets How to initiate: How to initiate: http://libraryh3lp.com/admin

RegisterRegister

Instant Messaging @ Your LibraryInstant Messaging @ Your LibraryOption 3:Option 3: GoldGold

Instant Messaging @ Your LibraryInstant Messaging @ Your LibraryOption 3:Option 3: GoldGold

Webchat clientWebchat client

Example 1

Example 2

Instant Messaging @ Your LibraryInstant Messaging @ Your LibraryOption 3:Option 3: GoldGold

Pidgin/Adium client: Pidgin/Adium client: this is what we use nowthis is what we use now

–Pop-out widgetPop-out widget

Instant Messaging @ Your LibraryInstant Messaging @ Your LibraryThe upside ofThe upside of GoldGold

Designed by a librarian, for librariesDesigned by a librarian, for libraries Can monitor IM from two computers at once!Can monitor IM from two computers at once! Excellent tech support Excellent tech support

– http://groups.google.com/group/libraryh3lp

More widget options make for reduced issues More widget options make for reduced issues SMS gatewaySMS gateway Does statistics/charts and easily accessible transcripts Does statistics/charts and easily accessible transcripts

for youfor you

For more info: For more info: http://libraryh3lp.com/docs/h3lp

Instant Messaging @ Your LibraryInstant Messaging @ Your LibraryThe downside ofThe downside of GoldGold

It isn’t freeIt isn’t free, but the fee is nominal, but the fee is nominal Works better with Mozilla Firefox than Works better with Mozilla Firefox than

Internet ExplorerInternet Explorer You are required to type http:// to enable You are required to type http:// to enable

patrons to access hyperlinkspatrons to access hyperlinks Relatively new service, still working on the Relatively new service, still working on the

kinks kinks Requires a significant knowledge of Web 2.0 Requires a significant knowledge of Web 2.0

technology and web designtechnology and web design

Useful Web Links for IM in LibrariesUseful Web Links for IM in Libraries Lib Success Wiki on Online Reference:Lib Success Wiki on Online Reference:

– http://www.libsuccess.org/index.php?title=Online_Reference More information on different types of widgets:More information on different types of widgets:

– http://libraryh3lp.com/docs/h3lp Widget Style: Embedded, Pop-up, or Widget Style: Embedded, Pop-up, or Follow Me?Follow Me?

More on Meebo: More on Meebo: – http://www.meebo.com/support/article/25/http://www.meebo.com/support/article/25/– http://www.meebo.com/meebomehttp://www.meebo.com/meebome

Comparison of Plugoo and Meebo: Comparison of Plugoo and Meebo: – http://libraryvoice.com/archives/2007/02/20/plugoo-versus-meebo/http://libraryvoice.com/archives/2007/02/20/plugoo-versus-meebo/

More on Digsby:More on Digsby:– http://wiki.digsby.com/doku.php?id=gettingstartedhttp://wiki.digsby.com/doku.php?id=gettingstarted– http://widget.digsby.com/http://widget.digsby.com/

More on Libraryh3lp:More on Libraryh3lp:– http://libraryh3lp.com/docs/h3lp http://libraryh3lp.com/docs/h3lp – http://code.google.com/p/libraryh3lp/wiki/ScreenCastshttp://code.google.com/p/libraryh3lp/wiki/ScreenCasts

Questions? Comments?Questions? Comments?

Karen McCoy, Adult Services LibrarianKaren McCoy, Adult Services LibrarianEmail: kblong@infoway.orgEmail: kblong@infoway.org

www.infoway.orgwww.infoway.org