IM Working with Trillian: Virtual Reference Desk Conference

IM Working with Trillian: Virtual Reference Desk Conference
Alice Huff

Huff presented about using Trillian, IM-account-aggregator software, to offer IM reference to users of the Musselman Library at Gettysburg College. 

Our library uses Trillian, and it’s worked out very well for us so far.  The only problems (if you can even call them that) are the lack of a queue set-up (multiple librarians monitoring a single queue) and as a result of that, the difficulty in shift switch-overs (one librarian logging off so another can log on).  It works, but it’s a bit clunky.  But, I really can’t complain about free software.

Gettysburg College is a small campus with 2,500 students.  They had a web-based chat program in place in 2002 and 2003, but very few students used the service.  They believe that part of this is because the program required that students download a client to use the service.

The college library chose Trillian to consolidate instant messaging reference services because it doesn’t require a download on the part of the student, it doesn’t require a server on the library’s end, there is a free version, and no training is needed for the students since they simply use an IM program that they’re already using.

Librarians find the program very easy to use (very little training required), and can set up their individual preferences quite easily.  Some librarians did have an idea that all IMing was juvenile and not a valid form of reference.  Once they saw and understood how IM was being used by their students, they came around.  The librarians did have to get used to IM language, abbreviations, and spelling/grammar laxness.  Librarians at the college library staff Trillian while they’re on the physical desk, also dealing with walk-ins and phone reference. 

Huff noted that Trillian Pro is compatible with Google Talk, Google’s new IM service, although her library does not yet have an account with Google Talk. 

They did very simple advertising with in-library publicity and some advertising on the website.  They had to contend with faculty who didn’t want their students IMing during class.  As Huff said, “They’re doing it already.  Get a grip.”  Students could IM from college computer labs without having to download software, as the library linked to the web-versions of the chat clients.

Usage of IM exceeded their expectations, much higher than they had with the web-based chat product.

They did send links to an evaluation of service form to users, and when asked why they used IM, all the students replied that it was convenience.  A lot of questions are asked on Sundays and during evenings.  Most of the questions they receive are quick reference in nature and a good deal are requests for research help. 

She noted that additional features on their wish list are co-browsing, scripted replies, a knowledge base, e-mail integration, and statistical reports.  But all in all they are very happy with Trillian.