IM Quick Start Guide

Define a Purpose for Using IM in Your Library

Ask A Librarian – Create one user name for your institution, preferably under multiple IM carriers, and provide real-time online assistance to your users. Staff alternates coverage of the library’s screen name. Two people cannot be logged in with the same screen name at one time.

 

Staff communication – Ideal for larger libraries or ones with branches. Staff members create their own profiles and log in when they are at a computer. You can IM another staff person when you have a quick question. Circ staff can IM the reference staff to let them know they are sending a patron their way with a particular question.

 

Choose the Software

 

The Big Four – AOL Instant Messenger, Yahoo Messenger, MSN Messenger, Google Talk

Aggregators  - Blow Search Secured Messenger (http://BlowSearch.com), GAIM (http://gaim.sourceforge.net), Instan-t (www.interactiveni.com), Trillian (www.ceruleanstudios.com), Meebo (www.meebo.com)

 

Set Up Screen Names

AIM – http://tinyurl.com/cfkrd

Google - https://www.google.com/talk

MSN – http://messenger.msn.com/download/getstarted.aspx (click on Use any e-mail address to sign up for a .NET Passport).

Yahoo – http://tinyurl.com/6blflm

Add Your Buddies

SEMLS Buddies:

Kathy Lussier: semlskathy (AIM & Yahoo), klussier@semls.org (MSN)

Cheryl Bryan: cgbsemls (AIM & Yahoo), cbryan@semls.org (MSN)
Vickie Beene-Beavers: beeneworkingatsemls (Yahoo), vbbeeneatsemls (AIM), vbeenebeavers@semls.org (MSN)

Cindy Roach: semlscindy (AIM & Yahoo), croach@semls.org (MSN)

Cathy Cahoon: cathysemls (AIM & Yahoo) ccahoon@semls.org (MSN)

Carolyne Pettiford: semlscp (AIM & Yahoo), cpettiford@semls.org (MSN)

Cheryl Letendre: cherylsemls (AIM & Yahoo), cletendre@semls.org (MSN)

Mass Trial Court Law Libraries:

masslawlib (AOL & Yahoo), masslawlib@hotmail.com (MSN)

masslawlib@gmail.com (Google Talk)

 

Set Preferences

Do you want Instant Messenger to automatically load when starting the computer?

Do you want your status to change when you stop using the computer or if a screensaver kicks in?

Do you want the Instant Messenger to play a sound every time a buddy enters or leaves?

Do you want to accept files and, if so, do you want to scan for viruses first?

Do you want to log conversations?

 

Learn the Lingo

Acronyms you’ll come across when IM’ing - http://www.netlingo.com/emailsh.cfm

 

Tips for successful virtual reference interview with patrons:

• Don’t leave the patron hanging for long periods of time. Maintain “word contact” with the patron by letting them know you are still working on the question.
• For questions that are particularly time consuming, ask for the patron’s e-mail address and let them know you will e-mail the information as soon as you are finished with the reference question.
• Ask questions to find out what the patron is really looking for.
• At the end of the communication, ask, “Did I answer your question?”
• If you notice a typo at the beginning of your response, don’t feel the need to go back and fix it.
• If you are leaving your computer, be sure to set your status to “Away”.
• Provide pleasant responses to the “Are you really there?” questions. These patrons may not have a real question now, but if they have a positive experience, they will remember you when they do have a real question.

 

Promote the Service

• Add your IM screen names to all publications where your provide library contact information: brochures, web sites, business cards.
• Create freebies – bookmarks, pencils, etc. – with your IM contact info.
• Provide direct links to your IM screen name on your “Contact Us” page:

Ø  AOL - aim:goim?screenname=SCREENNAME

Ø  Yahoo - ymsgr:sendim?SCREENNAME

·         Better than just linking – the “Contact Us” page can also show your current status along with the direct link to your screen name. See www.onlinestatus.org.

·         If using Meebo, embed the Meebo widget on your “Ask a Librarian” page.

·         You can also provide links to web messengers for patrons who do not have an IM client installed on their computers.

Ø  AOL - http://www.aim.com/get_aim/express/aim_expr.adp

Ø  MSN – http://webmessenger.msn.com

Ø  Google - http://www.google.com/talk/

Ø  Yahoo - http://webmessenger.yahoo.com/

Think Beyond Text

Skype - http://www.skype.com/ - Peer to peer voice service

Hello (from Google) – www.hello.com - Photo chat software