Instant Messaging Online Reference
For computer users who use Instant Messaging, their IM product quickly becomes the central application from where they choose the most appropriate contact method for the task at hand - chat, email, SMS, VoIP, video conferencing, application sharing, and lots more depending on the IM client being used. It can provide the same benefits for librarians!
The proliferation of intelligent mobile phones and PDA's means that information seekers can be using portable devices when they contact the library for information. They can also be "on the run", and not willing to spend the time required for the sort of online reference session provided by a cobrowsing style online reference product.
No matter what type of library you run, the communications flexibility provided by Instant Messaging means that it can provide an important opportunity for librarians to deliver better service to their patrons, no matter where they are! And the wide familiarity with use of IM means that adding IM to the ways in which users can contact your library, will attract a new group of information seekers.
Altarama has prepared a paper discussing the benefits that Instant Messaging can provide, how effective a solution IM can be in comparison to cobrowsing, and what types of libraries can best utilize an IM based solution at this point in time.
Altarama's "Using Instant Messaging for Online Reference" paper can help you decide between use of Instant Messaging or cobrowsing, or both, for an online reference service.
If you decide to use Instant Messaging, Altarama's "IM Online Reference QuickStart" Package, provides information about how to set up Instant Messaging for online reference use, and how to use it in an online reference environment, as well as providing an example web page with the links required to provide easy access to your IM based service, and an example web page with scripts for use in IM online reference sessions. The package uses the approach recommended in the "Using Instant Messaging for Online Reference" paper. It is helpful no matter what approach you plan to take, but will be most helpful for libraries planning to use the MSN and/or AIM networks. The "QuickStart" package is provided free of charge to all Altarama RefTracker customers, and at $200 for anyone else planning to set up an IM based online reference service.
Altarama recognizes the librarians will want to communicate with their clients using whatever communications method is most appropriate of the moment - in person, phone, fax, letter, email, IM, cobrowsing, VoIP - whichever method you need to use, its available throughout the question answering process in Altarama's RefTracker product.
|
