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IM as internal tool for reference staff
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IM as internal tool for reference staff
1:49 PM EDT 10/20/06
Does anyone out there know of any libraries using Instant Messaging internally, to link reference staff at different desks and branches? I've been searching online but am finding little specifically about internal use.

We're considering it as a tool so a staffer who gets a challenging question can do a sort of an IM "shout out" to everyone else who's logged on and get a speedy response. It also could turn out to be a sort of a pilot project toward offering IM reference externally. We now offer virtual ref via Florida's Ask a Librarian service but might want to offer patrons the IM choice in the future.

I'd like to be able to contact a library that has ref staff IM'ing each other on a daily ongoing basis. Any info would be appreciated. TIA...
--Chip
Re: IM as internal tool for reference staff
1:12 PM EDT 10/24/06 as a reply to Chip Halvorsen.
Hello and welcome to the WJ discussions!

We use IM internally at our office and I suspect that many libraries do the same for internal communications. It's very useful for staff members who are spread out around a building or even in different geographic locations.

I like the idea of the "shout out" to enlist the help of multiple minds to answer tough reference questions. Like you, I'd like to know if libraries doing IM reference have this kind of practice. It seems like a great way to expand the expertise --you never know who has a missing piece of knowledge to help the reference point person.
Re: IM as internal tool for reference staff
9:11 PM EST 10/30/06 as a reply to Chip Halvorsen.
In our academic library we use instant messaging between reference librarians and between student workers. We also offer it externally to students and get some use of it, although more publicity could potentially increase the use. We use meebo.com. It allows us to use yahoo/AIM/MSN/jabber and ICQ to access multiple different users. It is an online interface and allows you to save messages if you wanted to put them on a FAQ internal site.
Re: IM as internal tool for reference staff
9:14 AM EST 10/31/06 as a reply to William Hailer.
Thanks for your encouraging replies. I'm going to try to get IM started at my library. meebo.com does look like a great tool.