Asknow! Instant Messaging trial
Asknow! is trialling the use of Instant Messaging (IM) to provide a virtual reference service. We know that IM is becoming increasingly popular as a way of communicating online, and we want to give our users access to expert librarian assistance using their communication tool of choice. The IM trial will run in parallel with our existing Asknow! service and users will be able to choose whether they:
- use the webform to submit a question; or
- contact us using their preferred IM client
Hours of service
Operators will be available Monday to Friday 11am-1pm and 4pm-6pm AEST. As limited staffing will be available for the trial, it can only be offered for restricted times, and service may not always be available during advertised times.
What is Instant Messaging?
Instant Messaging (IM) is a form of online, real time communication. It allows you to see whether your contacts are online, and to send them a message.
It is similar to email as a communication tool, but unlike email, is instantaneous. Messages sent via IM appear instantly on your contact’s computer screen. In this way, IM is a truly synchronous (that is, real time) form of communication.
This interaction uses software called an IM client. This software can generally be downloaded for free from the web and provides a simple interface where you can see messages, and lists of contacts.
For more information on Instant Messaging, visit the IM entry in Wikipedia.
How do I ask a question using IM?
To chat live with a reference librarian using your favourite instant messaging service simply add our screen name to your buddy (or contact) list and send us a message during service hours.
Which IM clients will the service support?
The IM trial will support the use of five of the most popular IM clients:
If you don’t already have an instant messaging program or an account with an IM provider, and you would like more information, simply click on one of the links above to download free software and/or sign up for an account.
I don’t have an IM client installed. Can I still use the IM service?
If you don’t already have an IM client installed on your computer, you might like to try Meebo, which allows you to chat directly in your web browser. (NB you’ll need an account with an IM provider to use Meebo).
Alternatively, many of the major IM clients are available in web based versions, which means you can chat in your web browser, using your favourite client, with no need to download any software. Clients that are available in a web version include:
To use these web clients, you will need an account with the appropriate provider.
If you are a Gmail user, you can also IM from within your Gmail inbox (more information available from the Gmail help pages).
IM and privacy
To protect your privacy, we will not be storing your screen name in our buddy (or contact) list.
Each IM client has associated terms and conditions of use as well as privacy information. This information is generally available on the website for your chosen IM client.
If you are concerned about privacy and would like to secure your Instant Messaging sessions by encrypting them, try one of the secure Instant Messaging programs which can be downloaded from EPIC: Electronic Privacy Information Center.
What software will librarians use to answer IM enquiries?
There are a number of popular IM clients in Australia, including Windows Live Messenger (formerly MSN Messenger), Yahoo! Messenger and Google Talk. Each client is linked to a network: for example, Windows Live Messenger is linked to Hotmail and the MSN network, Google Talk is linked to Gmail and the Google network. These individual clients generally don’t interoperate, so that someone using Windows Live Messenger, for example, cannot chat to someone using Google Talk. However, there are third-party clients (also known as aggregator or multi-network clients) that allow you to log in to accounts on many different networks simultaneously.
For the Asknow! IM trial, librarians will be using one of these aggregators, Gaim, to ensure that our users can use their IM client of choice to contact us, while our librarians only have to become familiar with one client.
What types of questions can I ask on IM?
Like the existing Asknow! service, librarians answering questions via IM, will aim to help you locate information on any topic. However, due to the quick, informal nature of IM communication and limitations of the software, there may be times when we cannot provide detailed information, especially if the question is complex. In these cases we will be happy to refer your question to our email enquiry service where you should receive an answer within 5 working days.
When asking your question, you should also bear in mind that while we can point you towards sources of information and give advice on searching, we cannot provide you with the answer.
Purpose of the trial
The aims of the Asknow! IM trial are to
- demonstrate there is a demand for an IM service
- gather data about potential usage
- establish if an IM service is sustainable in terms of staff resources
- establish whether available open source software provides the functionality necessary in offering such a service
- develop a service model and operational plan, which may include recommendations about the type of enquiries the service would deal with (e.g. only ready reference questions), as well as any limitations on the service (e.g. should it be offered for the same hours as the existing Asknow! service, or in more restricted hours).
