Pros & Cons of IM/SMS for Virtual Reference

1. Pros & Cons of IM/SMS for Virtual Reference Kris Johnson, Coordinator AskColorado Virtual Reference Collaborative Colorado State Library Albuquerque, New Mexico - March 15, 2007

2. For Your Consideration - Using IM or SMS for Virtual Reference

3. General Presentation Outline • Virtual reference defined • Changing nature of library public services • How libraries can use new communication technologies to stay in the forefront • About IM and SMS…and Call Center software • Virtual Reference Choices: Pros and Cons • Questions - Discussion

4. Virtual Reference? Real-time reference Live reference Digital reference Online reference IM reference Call Center Software Chat reference SMS reference eReference 24/7 reference Virtual reference

5. Virtual Reference Definition From RUSA: “Reference service initiated electronically, often in real-time, where patrons employ computers or other internet technology to communicate with reference staff.”

6. Chat Reference Definition From liswiki.org: “A form of virtual reference (or digital reference) in which the librarian and user exchange typed messages via an internet connection. Distinguished from other types of Virtual reference because it is a synchronous communication method, rather than something like email, which is asynchronous. ”

7. Collaborative Virtual Reference Definition From RUSA: • Some libraries may choose to provide virtual reference services collaboratively with other libraries: • to extend their hours of operation • to distribute staffing of the service across multiple libraries • to extend the expertise available • to realize cost saving associated with economies of scale. • Such collaboration may include working with virtual reference vendors, and/or participation in large regional or national collaborations.

8. IM Definition From Wikipedia: “Instant messaging or IM is a form of real-time communication between two or more people based on typed text. The text is conveyed via computers connected over a network such as the Internet.”

9. SMS Definition From liswiki.org: “A form of virtual reference (or digital reference) in which users can send questions on their cell phones via SMS (also known as text messaging). ” SMS = Short Message Service

10. "This site is awesome and I recommend it to many people. I know the internet has a wealth of information on it but so often it is hard to find. Your site takes so much of the frustration out of research. Thank you! Thank you!”* *AskColorado patron AskColorado received 50,000+ queries in 2006

11. Google receives ~91 million searches… per day. "The ultimate goal is to have a computer that has the kind of semantic knowledge that a reference librarian has," says Google's director of technology Craig Silverstein. But truly smart search engines are probably decades away.”* *Newsweek (3/29/2004): p.58

12. What Has Happened to theLibrary Brand? • Recent reports suggest libraries could benefit from new, innovative methods of outreach to the public. • The Digital Disconnect: The Widening Gap Between Internet-Savvy Students and their Schools, 2002, Pew Internet & American Life Project • White Paper on The Information Habits of College Students, 2002, OCLC • Environmental Scan, 2003, OCLC • Perception of Libraries and Information Resources, 2005, OCLC Membership Report

13. Imagine What WouldHappen to Google… • If it was only online 10 am – 7:45 pm (PST). • If it closed on Mondays and all major holidays. • If it required you to login with a proxy server password and login, 12 digit barcode, or SIN: student identification number. • If it made you type your searches using strange sounding search logic called Boolean operators and truncation. • If it required you to use proper spelling!

14. Changing Nature ofLibrary Public Services • “The place libraries hold today is no longer as distinct as it once was.” • OCLC Environmental Scan, 2003

15. Changing Nature ofLibrary Public Services • “College students have confidence in their abilities to locate information for their study assignments. The first-choice web resources for most of their assignments are search engines (such as Google or Alta Vista).” • OCLC White Paper on The Information Habits of College Students, 2002

16. Changing Nature ofLibrary Public Services • “Much like a school-issued textbook or a traditional library, students think of the Internet as the place to find primary and secondary source material for their reports, presentations, and projects.” • Pew Internet & American Life Project The Digital Disconnect: The Widening Gap Between Internet-Savvy Students and their Schools, 2002

17. Changing Nature ofLibrary Public Services • “It is time to rejuvenate the ‘Library’ brand.” • OCLC Perception of Libraries and Information Resources, 2005

18. How to Rejuvenatethe Library Brand • Libraries can use new communication technologies to stay in the forefront. • Blogs • Wikis • RSS Feeds • Synchronous and asynchronous Virtual Reference communications

19. How VR Can Aid Rejuvenation • People are starting to expect real-time online service everywhere; e.g. retail, government services • Can help attract new users • Change expectations of current users • Puts us where our users are: online • Makes us more findable in the online environment

20. How VR Can Aid Rejuvenation • Get our knowledge, helpfulness, and information expertise out there where the users are • Lead newer users towards thinking of libraries as the “go to” resource for their information needs • Lead older or lost users towards remembering that libraries are the “go to” resource for their information needs

21. Instant Messaging (IM) • Uses popular IM programs: • AOL’s AIM • MSN Windows Live Messenger • Yahoo Messenger • Free • to library • to patron

22. Why Use IM? • Used by many libraries as a low-cost method of offering chat-based reference - most are free • Instantaneous, synchronous (simultaneous) communication - very fast! • Easy – for librarian and patron • Generally not platform dependent (works on Macs and PCs) • Potential for high visibility/impact with minimal effort

23. Why Use IM? • Your Patrons (or future patrons!) may already be using it • 75% of online teens IM • 42% of online adults IM • 50% of IMing teens (32% of all teens) IM every single day * Pew Internet and American Life Project. Teens and Technology. 07/27/2005.

24. IM: Considerations • Patron and librarian have to download a program • Commercial chat terms of service may include privacy concerns • read, then inform your users • No co-browsing • No 24/7 availability • Can’t do queuing or multiple patrons • unless you maintain more than one IM account

25. Libraries Using IM • A good list is available at: • Library Success: A Best Practices Wiki

26. University of New Mexico is Using IM:

27. IM Aggregator Software • Allows you to monitor multiple IM accounts through one interface • Trillian • Gaim • Free

28. Embedded Chat • Completely web-based chat — no installations (downloads) • Sign-in with multiple accounts at once • Works even if IM is blocked at your site • Connection embedded directly into your website

29. Libraries Using Embedded Chat • MeeboMe for Embedded Chat: • Library Success: A Best Practices Wiki • Chatango for Embedded Chat: • Library Success: A Best Practices Wiki • Plugoo for Embedded Chat: • Library Success: A Best Practices Wiki

30. Web-based IM with Meebo • Completely web-based—no installations (downloads) • Sign in with multiple accounts at once • Even if IM is blocked, this still works

31. Livermore (CA) Public Library is Using IM & Meebo:

32. Livermore (CA) Public Library’s Meebo Embedded Chat:

33. Short Messaging System (SMS) • Reference via cell phone text-messaging (patron-side) and an e-mail account (librarian-side) • Need a special, third party software called “Reference by SMS” from Altarama (Australian based company) Text messagee-mailtext message

34. Why Use SMS? • Again, your patrons (or future patrons!) may already be using it • 45% of Americans (any age) have cell phones • 27% of them use SMS (text messaging) Pew Internet and American Life Project. The Rise of Cell Phone Text Messaging. March 14, 2005.

35. SMS: Considerations • Patron needs a cell phone • Currently uses servers based in Australia (Altarama) and not all cell phones can handle international SMS • Limited message length • Not synchronous

36. Libraries Using SMS • Very few: • Library Success: A Best Practices Wiki currently lists five (5)

37. Southeastern Louisiana University is Using SMS:

38. Call Center Software a.k.a. Live Chat Support Software; Live Support Software • Used mostly by businesses • Allows web site visitors to instantaneously communicate and interact with customer service personnel

39. Why Use Call Center Software? • Used by many libraries as a middle-ground method of offering chat-based reference • between Collaborative VR and free IM • Cost $$ • But generally not as much as VR software • Fast and offers some advanced features over basic IM • Can embed in your webpage • Patron doesn’t have to download anything

40. Call Center Software: Considerations • Call center software companies are not “library” focused • No true co-browsing • No 24/7 availability • Can’t do queuing • Can’t do multiple patrons • unless you pay for multiple “seats”

41. Eastern New Mexico University is Using Call Center Software

42. Dennison Memorial Health Sciences Library (Denver, CO) is Using Call Center Software

43. Library Vendor Based Virtual Reference (VR) Software Features • Fee-based software application that offers a suite of reference services and features: • Synchronous communication • Instant messaging (IM) • Co-browsing of web pages (or modified co-browsing) • Document sharing • Queuing and notification of incoming calls • Call transferring • Customization of pre-scripted messages • Storage of chat transcripts – and e-mail features • Statistical reporting • Exit surveys

44. Three Major VR Software Companies • QuestionPoint 24/7 Reference: • www.questionpoint.org • Tutor.com: • www.tutor.com • Docutek VRLPlus: • www.docutek.com/products/vrlplus/index.html

45. Collaborative VR Software - Considerations • Slower - than basic IM • Training – advanced complexity requires longer training (than basic IM) • Less Compatibility – stiffer computer requirements r.e. operating systems, browser versions, firewalls, and connection speeds • Disconnects: advanced complexity leads to more frequent disconnects (than IM)

46. Collaborative VR Software - Considerations • Stored transcripts kept in-definitely • Patron generally not connected to a local librarian • Cost: Depending on co-cop, no co-op, library size, etc. cost could be thousands of dollars

47. Why Libraries Join VR Cooperatives • Power in numbers • Combined financial and human resources distributes costs and staffing • Partnering helps to increase usage by offering continuous hours of service • Allows libraries to extend their service hours and outreach efforts – 24/7 model

48. Why Libraries Join VR Cooperative • Many libraries want to provide virtual reference service to patrons, but can't afford to start service on own • Gain the benefits of the virtual reference software package • Better use of taxpayer dollars to collaborate

49. Why Libraries Join VR Cooperatives • For rural areas: • Library may be too small, isolated, or under staffed to offer adequate services • Library are often closed when patrons need access or assistance • For colleges and universities: • Virtual reference can be used to enhance distance education

50. Why Libraries Join VR Cooperatives • Opportunities for librarian rejuvenation • Learn new skills • Interact with patrons in new, exciting environment • Share expertise with larger audience • Extend the library to new Internet based society – ‘social networking’