Adoption of Instant Messaging for Chat at a Research Library in Conjunction with the Formal Chat Software Used: Virtual Reference Desk Conference

Adoption of Instant Messaging for Chat at a Research Library in Conjunction with the Formal Chat Software Used: Virtual Reference Desk Conference
Leslie Behm

Behm discussed how her university library (Michigan State University) added a Trillian-based instant messaging reference service to their existing web-based chat service.

There are benefits to offering both web-based chat and IM.  Some people prefer not to IM.  Chat software doesn’t need to have any additional software installed.  Some people already IM, so it’s convenient for them.  Most IM clients do offer web-form options.

They found some new problems with IM that they didn’t see with web-based chat: computer bots that take up time and energy and offensive patrons. [LiB agrees with the computer bots issue (though I don’t think it’s that big a problem—it’s only happened a handful of times to us, and you just close the window or ignore the screen name).]

In dealing with inappropriate behavior, they warn patrons that their behavior or language is inappropriate.  If they don’t stop, tell them you will no longer interact with them.  IF the behavior continues, they are then blocked. 

She noted IM behaviors to be aware of: people are often multitasking when they’re IMing, they’ll talk in shorthand with emoticons and acronyms, grammar and spelling are much looser, and they’ll have more than one conversation at a time (other IM, phone, chat rooms). 

She showed some screenshots from the free version of Trillian, including the buddy list window, the chat window, their icon (the library’s logo) and how to see blocked users.  They are currently archiving transcripts.  The pro version is $25 per seat.