Tame The Web

http://www.eurekalert.org/pub_releases/2008-05/ksu-ima050108.php#

OMG! LOL. TTYL. For many adults over the age of 30, the former groupings of letters would seem incoherent, but for a newer generation of technologically-savvy young adults it can say a lot.

“Instant messaging, or IM, is not just bad grammar or a bunch of mistakes,” says Dr. Pamela Takayoshi, Kent State University associate professor of English. “IM is a separate language form from formal English and has a common set of language features and standards.”

Takayoshi, Kent State associate professor of English Dr. Christina Haas and four Kent State undergraduate researchers examined the language of instant messaging. Using IM conversations produced by college students, the group analyzed and identified nonstandard features of the IM language, or the places where writers had used language features which varied from Standard Written English. They found that what looked like nonstandard features of written language were, actually, the standardized features within the IM language. The language of instant messaging was found to be informal, explicit, playful, both abbreviated and elaborated, and to emphasize meaning over form and social relationships over content.

“When we look at the kinds of technology young people are using today,” says Haas, “we see that many of those technologies — IM, blogs and Facebook — are writing technologies. Even the phone is used for writing now.”

Currently, the Kent State team is extending their analysis of IM to the popular Web site Facebook.com to determine whether the site’s language is similar or different to instant messaging standards.

Fascinating study! First thought: are we including studies like this in LIS classes focused on teens and youth? I hope so. Second thought: Teens that can’t get access to Facebook, etc are missing a chance to explore this type of writing/language. Libraries - make sure you offer access!

As instant message reference freed patrons from having to come to the library, text messaging reference frees them from their desks or laptops. Yale Science Librarians offer a text messaging reference service to meet this preference for mobility: patrons can text a librarian from study halls, classes, laboratories, dorms, offices, or even from the stacks without having to approach a librarian.

To deliver this service, we use an Apple iPhone which allows us to simultaneously provide instant messaging, phone, and email reference service. Using the iPhone also enhances our social networking services; we use it to post directly to our Twitter and Facebook accounts via texting. Using a mobile device instead of SMS/email

conversion software allows librarians to benefit from the same mobility our patrons now enjoy: we can even answer questions from the stacks.

The lack of programmatic precedents required us to devise new policies for implementing and evaluating this service, as well as a sustainable and scalable management model to ensure its success. Evaluating this service

provides unique challenges/opportunities because most SMS devices can save but not export text messages. Pushing a survey URL over text message is not feasible considering most mobile devices don’t support hyperlinks, so our library links to a simple evaluation form on our website. We also gather information about patron categories (undergrad, grad student, faculty, staff) and their departments by asking patrons to include their email address.

Marketing is not as easy as branding a screen name for IM reference, but advertising Txt a Science Librarian for example and having patrons add the number to their quick-dial list might be quite effective. Plus, by being so new and different it tends to market itself.

Text messaging reference is a great complement to diffuse and traditional reference services, so let’s give patrons

an opportunity to Text a Librarian!

Joe Murphy
General Science Librarian & Instruction Coordinator.

Kline Science Library, Yale University
(203) 432-9519
joseph.murphy@yale.edu

Some say that IM is on the verge of extinction and that forging into such territory for virtual reference so late in the game is a waste of a library’s energy. You can surely count me as one of those who agrees with that statement. I predict, as do many others, that virtual reference needs to fit in users’ pockets - in their cell phone.

We need to look at the trends happening now (according to PEW, 2006):
-47% can’t live without their cell phones
-35% use SMS and 13% would like it added to their features
The preceding stats were from the general respondents. Look at what the younger population (18-29) has to say:
-65% use their cells for SMS
-36% want their IMs to be forwarded to their cell
-40% would give up their landline completely for a cell (Note: I’ve done this already)
-56% want access to mobile maps and directions (could we include this into a broader grouping such as “want for general information?”)

Some of us look at our phones and say “jeez, it’s just a phone.” I personally don’t do text messaging because it hasn’t become a part of my communication habits (as an aside, my director jokingly put that I must be “old” seeing that I usually fit in with the tech habits of digital natives). Others see the phone as something greater than what Alexander Bell once did. Obviously, the PEW stats indicate such - the phone is more than a phone - and I’d venture to guess that those stats have risen dramatically over the past two years.

Let’s not stop here, shall we? These are statistical trends, but there other trends, observational trends, that we simply can’t ignore.

Walk into your local Verizon wireless store or AT&T and look at what they offer. More and more these big name cellular companies are introducing Smart Phones (phones with applications, advanced hardware, WiFi access, cameras, and more). These are what’s wanted and what’s needed (by some). Take a look at what the Mobile World Congress introduced this week. More Smart Phones. More technology. More features.

It’s safe to say that Apple knew this a year ago. So what did Apple do even though they knew cell phone users wanted more features (applications specifically)? Apple basically said “you don’t need more applications than what we give you - just be happy.” The couldn’t have been further from the truth. No one was angered more than the high tech iPhone users when they were limited by Apple to its default application settings. These high-end users wanted a software developers kit (SDK) to create more applications and they wanted it that instant. Apple is the whipping boy here - other phone companies have gotten the same treatment.

Finally, Apple was forced to see the light and said “fine, go build your applications - sheesh.”

Guess what. Over 70 applications that provide information services have been created. Nearly 900 total applications have been developed across all categories. Is your library one of them?

We can’t deny the trends. But we can and should adapt our virtual reference services to forge into the cell phone world. Adapt SMS reference, create mobile applications to search the OPAC and federated search tools, and - the biggest one of all - develop your website so it’s viewable on a cell phone or other mobile device.

I’d bet my MacBook Pro that this is the future of virtual reference (and that’s saying something!).

TTW Contributor - Kyle Jones

Virtual Reference business card Originally uploaded by Joey Digits

Text message reference marketed via a business card. Joey - please let us know how it goes.

Click for Full Size! Make your own

Dutch students protest via IM and text:

http://www.smartmobs.com/2007/11/27/dutch-student-protests-organized-via-instant-messaging/

Dutch high school students have been “on strike” this week, protesting against extra school hours. Students spread word to join protests on Friday and Monday using online and mobile phone text messages.

Meebo embedded in the library catalog:

http://www.davidleeking.com/2007/11/30/fun-with-our-meebo-widget-and-the-library-catalog/

We added a Meebo widget to unsuccessful keyword searches in our library catalog. This way, when a customer searches our catalog and doesn’t find anything, they can contact us via IM and ask for help (we also display our phone number if they want to call).

Hooray! This is exactly what we were talking about in the infamous Xanadu post at TechSource and in the article Rachel and I wrote for CIL, which, sadly, has disappeared from the Web.

http://librarianinblack.typepad.com/librarianinblack/2007/10/library-referen.html

I stumbled upon this page from the American University Library showing their IM reference options, including a MeeboMe widget and a SMS to IM service (I’m sure that I saw it on somebody’s blog, or on some listserv — sorry, I don’t remember where). They have created an SMS to IM service where
users can text a message to a particular number and include the word “askaulibrary” in their message.

Nifty! Is anyone else doing this?

Glad for this link. And isn’t it amazing how IM and SMS Reference keeps popping up, making inroads into our service models?

Dear IM Librarians of the world. If you hear from one of my students in the next few days and you have time, please chat with them! I will really appreciate it!

Topic: IM

“There is much greater opportunity to bring service to wherever potential users of library service happen to be.” Michael Buckland

Readings Due:

Buckland, Chapter 9: The Challenge

Schmidt, A. IM Talking Points

Schmidt, A. & Stephens, M. IM me. Library Journal, Retrieved April 1, 2005 from http://www.libraryjournal.com/article/CA512192

Stephens, Embedding a librarian in Your Web Site with Meebo

Assignment:

From the readings and your own reflection, create a short list of interview questions for an IM-ing Librarian. What do you want to know about such a service? For sure, ask about evaluation of the IM service and how the library integrated it into workflow. Create an IM screename or Meebo account to conduct your brief interview.

Then explore http://www.libsuccess.org/index.php?title=Libraries_Using_IM_Reference

Choose a library and IM the librarian — be courteous. If they can chat about your questions at that time - great! if not ask for a time you might IM with them that’s more convenient.

Post your questions, a brief summary of your interview, and your thoughts on IM in libraries to your blog by October 17. This will count for your weekly posting for the week of October 10. Please email me with any questions.

The Rebecca Crown library launches an embedded librarian Meebo widget! Hot!
https://jicsweb1.dom.edu/ics/Library/Ask_A_Librarian.jnz

Rob Coers writes:

I am happy to announce to you that the Dutch public libraries now also offer a chat reference service to the audiences. Not via IM, but via an application by a small Dutch company, called Chatfone. Behind the scenes there is a team of about 30 librarians who also work as al@din searchers, the nation-wide QnA service, running on OCLC’s QuestionPoint.

Unfortunately we dont have enough staff to be available 24/7 , but during the week people can ask questions monday-friday from 09-17 hrs and tuesday and friday also from 18-20.
Besides these hours, occasionaly logged in librarians can be caught in the wild, on weird hours
When no librarian is available for the servie, the button redirects to the traditional al@din service. Otherwise you see a “Chat met al@din” button.

Well done Dutch Librarians! Thanks for writing Rob.

Meebo in the Library

Originally uploaded by crr29061

Dr. Curtis Rogers writes: Check it out! I think Lander may be the first academic library in SC to be using Meebo for IM Reference! WTG! www.lander.edu/library/jackson

IM Office Hours - No Class Tonight

Originally uploaded by mstephens7.

Physical, real time class is cancelled because it is NASTY here in Chicago but the class can still meet with me via IM and work on the Collection Development module online at Blackboard.

To everyone in the path of the winter storm..stay safe and warm!

Via SmartMobs, at http://www.smartmobs.com/archive/2007/01/05/im_vs_email.html:

http://www.newscientist.com/blog/technology/2007/01/is-im-better-for-brainstorming.html

The New Scientist Technology Blog: Is IM better for Brainstorming?

For some reason the paper doesn’t say how long the tests latest. But, on average, the IM teams produced one more idea than those using email. The researchers suggests this may be due to the speed of IM compared to email. Perhaps it also shows that, when it comes to generating ideas, it’s better not to spend to long thinking over your reply, as can happen with email.

Dion Hinchcliffe posts an overview of the best of Web 2.0 for 2006:

http://web2.wsj2.com/the_best_web_20_software_of_2006.htm

Amongst the choices are some of my favorites as well: Netbvibes and YouTube.

Via Stephen Abram: http://stephenslighthouse.sirsidynix.com/archives/2006/12/teens_and_im.html

This post includes facts from a new report from AOL on IM use (http://press.aol.com/article_display.cfm?article_id=1138&section_id=15) and then Stephen weighs in:

More grist for the library mill. I recall seeing a 1956/57 article in the Wilson Library Bulletin advising libraries not to adopt telephone reference. From my travels this year, we seem to be split on piloting IM reference and resisting it. This seems to be a watershed issue in libraries and our relationship with our users.

Several folks have informed me that their library IM trial yielded poor results. I asked how they marketed and promoted the service. As a rule, they hadn’t done very much promotion at all. Some feared getting too many questions (an odd irony). I know of one library that got amazing results just by getting every staff member to give the special group IM address on a bookmark to every teen who arrived in the library. The word of mouth marketing this generated worked very well. Now that the average IM user is 32, this kind of promotion could be done very effectively by circulation and information commons desks.

http://blog.nekls.org/index.php/archives/301

I do still see some libraries prohibiting the use of instant messaging (IM). One of the reasons libraries have prohibited it is because of the need to install the Instant Messaging client on each public access computer. That, however, is no longer required. There are web-based tools that allow you to use IM without having to install software. My personal favorite is Meebo. It allows users to access their AIM, Yahoo!, MSN, Google Talk, ICQ or Jabber accounts, without needing to install any software. And it’s free!

When you access Meebo, you will frequently see interesting notes from the developers. Today, for example, Elaine from Meebo posted about some statistics they have gathered about text customization. 75% of users just use the default black font when are chatting. If people do change the color of the text, what do you think is the most popular choice? Hot pink!

One of my students calls one of the large, urban local libraries doing research for group projects. He encounters this intriguing story:

Librarian: Hello? ________ Public Library, may I help you?
LIS753 Student: Hello, I’m working on a project for my library school class and I have a question.
Librarian: Of course.
LIS753 Student: Does the library have plans to start an IM reference service?
Librarian: Oh God, No!

Wow, not even a “We have heard of libraries doing that but we haven’t looked into yet..” or anything! Shame on you, large, urban Illinois-located Public Library system!

VR-loud-music-sm

Originally uploaded by K Jane.

fall preview day

Originally uploaded by K Jane.

IM Reference at the University of Guelph Library! Great example of promo materials.

http://www.lib.uoguelph.ca/help/ask.htm

http://www.web2learning.net/archives/556

Nicole writes:

I just finished my first conversation with a reference staff member at Drexel via IM! I needed to find a required journal and was thrown off by the interface they provided me with. I went right to my comfort zone - InfoTrac because that’s what we have at work and I know how to use it - but turns out that even though it said my journal was in there - it wasn’t! So I opened up IM and asked the librarian. Now that I think back I guess a complaint would be that he/she didn’t provide a name so I can’t tell you who helped me - for now we’re going to assume it was a “she” - based on statistics.

IM Reference is totally handy!! I love it!

Use this post as evidence for the discussions at your library about IM reference.

Greetings TICER Participants!

For class today we’ll use various recources, including:

Download and share a PDF File:Search your favorite database, Web site, or just download the Pew American IM Report

Download and share a Flickr picture: Flickr ((Use this picture if you’d like!)

Search your library’s catalog or use this one: KB-catalogue of books and journals

http://blogaboutlibraries.com/2006/08/use-what-they-use-now.html

why in the world doesn’t every library with an internet connection offer IM Reference? This includes my own library where I have introduced the concept to my staff on a couple occasions, but where we have still not taken steps to get it going. My sense is that some of them just are not ready to make this leap. Maybe it’s my fault for not pushing my people harder, hoping instead that one day someone will come to me with the same idea I had two years ago. However, if that doesn’t happen soon, I can’t see how we can continue to afford not doing it.

It won’t be long before IM is the “phone” and Email is a delivery tool (and it probably is already that way for a lot of our own patrons). Whether we like it or not we don’t get to choose how we communicate with our clientele- it’s their choice. Or maybe it would be better say that we do get to choose, but that they may not use the tools we hope they will. So, it’s up to us- do we want to be relevant or not?