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I’ve borrowed the idea of a remaindered links list from Kottke. The way it works is I pull the feed…

As for your concern that users would expect an instant response; I think that the software allows for that. If you’re busy with a patron at the desk or even another user on AIM, there’s no reason you can’t simply set an away message to notify users that you’re otherwise occupied and will be with them in a moment.

So after posting my previous comment, I started reading about IM, and I notice that the IM software I see most in our library all constrain users to talking with other users of the same software (MSN, AOL, Yahoo). I see that there are some packages (Trillian, e.g.) that claim to do it all. This makes me think that IM is in the same infancy as VR, and needs some maturing itself.

If my library’s handle is public, would it’s users expect instant response? Librarians monitoring the AskColorado service are pretty much dedicated to that service for their scheduled times. I can see many minutes going by sometimes with my busy staff before anyone would get to look at the screen and be able to do something about it. It’s enough to get to the phone sometimes. IM users are currently quite used to the “instant” part, versus the more leisurely email inquiry or voice mail message.

Is each IM conversation private? I assume the software could be set or adapted to ring a bell when someone came calling. I have to say that if we can manage to answer phones at busy times, we could probably answer an IM call, too.

Interesting stuff. Does Leo (or anyone) know of a library that does use IM as Leo proposes?

Consider the analogy: We all know email, right? I can use the email app of my choosing and send anyone in the world a message. All I need is the correct address.

What if we required that in order to email us, (1) patrons had to come to our site and (2) use our proprietary email application. I’d say, if this were the requirement, email traffic would tank.

Let’s go to IM. Instead of issuing an IM handle which users could put into their buddies list — we require special treatment in order for patrons to chat with us. This is a dreadful mistake. Every library should have an IM handle much as it has an email address. Users could then ‘i-m’ us much like they ‘i-m’ the rest of the world. This IM handle ought to be on the home page of every library’s web page — right there by the physical address, if not a bit higher.

When I look at the implementation of chat software, I really think it was done by people totally unfamiliar with this mode of communication.

The closer we get to how people use technology in their routine lives, the more successful we can expect the use of our services to be.

LEO
webmaster
illinoisforkerry.com

Karen Schneider responds in tremendous style to Bernie Sloan’s "Why don’t more people use VR?" question and the Nancy Maxwell "7 Deadly Sins" article from American Libraries. Some of her thoughts in the first half of her post f