[Publib] RE: Using IM for reference

[Christopher F. Bowen]

Downers Grove Public Library has been using IM for about 6 months. We
use Trillium, which lets us use accounts with AOL, MSN, and Yahoo! with
just one window on our pc. We do get more IM questions than we get for
our virtual reference service, but we have not been overwhelmed by
either or had a problem balancing chat and other reference questions.
Some IM's are clearly quick homework help during study halls, and some a
very likely from a patron on a library computer a few feet from the
reference desk (listen for giggling). We did developed guidelines for
staff to use in dealing with various situations, after a few weeks of
experimentation let us know what we might be in for. The guidelines
include responses for  things like politely ending a conversation with
someone who does not have a question, but just wants to chat, as well as
dealing with abusive patrons. Trillium lets staff block an IM name if a
user is a repeat offender. So far no problems with anyone changing names
and coming back when their first IM name was blocked. In addition to the
usual publicity, we have instructions on our website and we created
business cards with our IM names on them and hand them out to teens or
other interested patrons. This is definitely a great way to reach out to
young people, with no real drawbacks.

Christopher Bowen
Library Director
Downers Grove Public Library
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Subject: [Publib] using IM for reference?

We are considering the use of instant messaging for reference
services...

Teresa Bruckner
Alachua County Library District
Gainesville, Florida