IM IMing
What a neat experience! So, I decided to visit the link that Aimee gave to the LIS Wiki for Chat reference libraries and couldn’t decide which part of the world to IM. I decided to go with the Answers Now option: Live reference chat – 24/7 using international partners in Australia, New Zealand, United Kingdom, and the United States. I found myself in New Zealand and explained my objective within the chat widow. Suddenly…Sam arrived! Sam: Hi Marlene – welcome to NZ! I’ll do my best to answer your questions – fire awaymarlene: First off, How long has your library been using IM and how have you promoted this Service?
Sam: Live Online has been going since 2003 and promotion is mainly inhouse through the website
marlene: Are there only certain hours devoted to IM questions? or is it a 24/7 service?Sam: The service is offered through the library’s opening hours: 9am to 9pm weekdays and 9am to 4pm at the weekends.marlene: Introducing IM to staff, was there much training or staff input involved? and do you feel it has been successful?Sam: Training is ongoing. There is one team responsible for the development and maintenance of the service
Sam: It could be more successful with wider promotion. Customers are delighted with the service usuallySam: http://library.christchurch.org.nz/LiveOnline/FindOutMore/
marlene: Have you noticed a difference in the types of questions asked in an IM session as opposed to an in-person or virtual reference session? Do you find that there are limitations with IM?
Sam: We get the full range of questions that are encountered in person or otherwise
Sam: online reference requires a thorough reference interview and maybe more questioning – no visual or aural clues
marlene: Well Sam, I thank you very much for your time and answers. This was one of my first IM experiences and it has been really interesting and exciting. Take care and I will definitely have to come visit your library in the future.
Sam: The software we use has limitations – there is a 5 step check process before computers can be connected and co-browsing enabled
Sam: Thanks for your interest and all the best with the library studies. Bye Marlene!marlene: It seems that everything has limitations…and then a completely new program is introduced. Thanks again. I hope it continues to be successful.
Overall, I found IM to be an enjoyable experience. However, as you can see, there are those time delays that can throw off a conversation, especially when one is not sure if the full answer has been stated. I also felt that because it is “instant” I should be brief and not engage in too many questions. I can see how IM is useful and pretty straightforward. After the session ended, I was given the option to both print the transcripts and/or have them e-mailed to my address. This too was a very accommodating feature, especially for this exercise. I would definitely promote this to the patrons at my library.
