Instant Messaging Reference: Practical Guide, A

Description:
Summary: Virtual reference is a vital component in twenty-first century reference service and the time for debate over its virtues and necessity has passed. This book focuses, then, on practical implementation of instant messaging (IM) as one tool for delivering virtual reference service. Targeting busy practitioners who are looking for comprehensive answers about instant messaging in particular, rather than virtual reference in general, this book addresses questions from the basics of what IM is and how it operates to the more complicated issues such as privacy and security to its future potential as a strong candidate in the virtual reference arena.Key Features: Exclusively focused on instant messaging reference services Provides practical information about starting and running a successful instant messaging reference service Comprehensive - includes significant background information and in-depth discussion of the broader issues raised by instant messaging and instant messaging reference Draws on the authors' experience developing and maintaining an instant messaging reference service Each chapter can be read as a stand-alone essay so readers can focus in on issues of interest The Authors: Rachel Bridgewater is an academic librarian living in Oregon, USA. She is currently the electronic resources librarian at Reed College. Meryl B. Cole worked as a reference librarian at Washington State University Vancouver. Readership: This book is aimed at practitioners in all kinds of libraries. The primary audience are those practitioners who are academic or public librarians interested in starting, improving or expanding Instant Messaging reference service. Library science students, at either the undergraduate or postgraduate level, studying basic reference or virtual reference comprise a secondary market for this book.Contents: Introduction Virtual reference -- an overview and brief history Instant messaging basics Basic IM reference -- set-up and use Conducting the IM reference interview Managing patron expectations and staff attitudes Evaluating/updating service Taking your service to the next level: widgets, enterprise IM and collaborative IM Issues with IM reference Promoting your IM reference service References Index

Table of Contents:
Introduction; Virtual reference - overview of virtual reference: its history, reasons to use it and basic implementation models; Instant messaging basics - brief history of IM, explanation of how it works, who uses it and why IM reference service is valuable; Get started with IM - tips on choosing software, setting up accounts and training staff; Work with IM - strategies to conduct effective IM reference interviews, navigate successful IM interactions, manage staff/patron expectations, evaluate/update service and establish FAQs; Advanced IM - ideas on how to run your own IM server and integrate IM into site with widgets; Models for IM service - description of the major service models employed by libraries using IM for reference; Issues and problems - discussion about scalability, privacy, security, harassment, staffing and cost; Market your IM reference service - strategies how to market your IM reference service both externally and internally; The future of IM - speculation about the future of IM including enterprise IM and IM 'widgets'; Conclusion.

Author Biography:
Rachel Bridgewater is the Reference Co-ordinator at Washington State University Vancouver. In addition to co-ordinating reference services, Rachel teaches, develops and supports web applications, and serves as the library's copyright expert. Rachel is also part-time faculty in Emporia State University's School of Library and Information Science. Rachel frequently speaks about technology topics at local, national, and international conferences. In her talks, Rachel often addresses the impact of emerging technologies on culture, learning, and teaching. Meryl B. Cole is a reference librarian at Washington State University Vancouver. Her background in international teaching and curriculum development fuels and informs her interest in teaching in today's increasingly wired world. A firm believer that libraries need to promote their services as any other organization does, Meryl draws upon on her extensive experience in corporate communications to market library services to the community at large.