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AskNow! Instant Messaging: Bringing Reference assistance to your Desktop!

Now in its fourth year of operation, the AskNow! virtual reference service has recently been supplemented by a pilot Instant Messaging (IM) service. The pilot, which commenced on 15 November 2006, operates in parallel with the existing AskNow! service, offering users the option of submitting their question through the existing web form, or contacting us using their preferred IM client.

What is Instant Messaging (IM)?

Instant Messaging is a form of online, real time communication. It allows you to see whether your contacts are online, and to send them a message. Messages sent via IM appear instantly on your contact’s computer screen. In this way, IM is a truly synchronous form of communication.

IM interactions are facilitated by software called an IM client. These clients can generally be downloaded for free from the web and provide a simple interface where you can see messages and lists of contacts. Popular clients in Australia include Windows Live Messenger (formerly MSN Messenger), Yahoo! Messenger and Google Talk.

Why offer an IM service?

There are a number of reasons why the AskNow! librarians wanted to trial an IM service. IM is increasingly the communication tool of choice for many people. An American survey estimated that 75% of teenagers and 42% of adults with access to the Internet use IM (Lenhart, Madden, & Hitlin, 2005). This is part of a trend which is seeing usage of IM increase and spread into many sectors of society. Indeed, in an article published in the Sydney Morning Herald in August 2006, business people are described as increasingly embracing this ‘presence technology’ (Howarth, 2006, p. 24) to remain in touch with colleagues and clients. We wanted to be able to meet our users at their point of need, using their communication tool of choice.

Service model

The service operates from 1pm to 6pm, Monday to Friday.

At this stage, the IM pilot is being staffed by librarians from the National Library, however we plan to invite our colleagues from Australia’s state libraries, the National Library of New Zealand and the National Library Board of Singapore to join the pilot soon.

How can I use the IM service?

Simply add one of these screen names to your favourite IM client and start chatting with us!

IM

From mid-January 2007, we will also offer our users the option to IM us right from the AskNow! website, using a Flash-based widget called meebo me. This will give users the opportunity to IM us without having a client installed or an IM account with one of the major providers.

Where to from here?

The pilot will continue to run until the end of February 2007, when we will undertake detailed data analysis and assess the suitability of the service model, hours of operation, and the software for an ongoing service.

Find out more about the IM pilot

References

Howarth, B. (2006, August 22). Don't shoot messenger. Sydney Morning Herald, pp. 23-24.

Lenhart, A., Madden, M., & Hitlin, P. (2005). Teens and technology: youth are leading the transition to a fully wired and mobile nation . Retrieved December 12, 2006, from http://207.21.232.103/pdfs/PIP_Teens_Tech_July2005web.pdf.

Kate Davis
Information Services
National Library of Australia