IM chat with Reference Librarian

The assignment for this week was to contact a library through IM. I have used other reference IM library services, such as the Manchester Community College’s 24/7 ask a librarian (http://aal20.tutor.com/nGEN/Apps/SocWeb/main.aspx?ID=c22adde4-d6c6-4853-a746-127716b051eb) which has always been great at answering all my queries (won an award in 2007 for great service).

I picked the Champaign Public Library, located in Champaign, Illinois based upon the random fact that my uncle had once lived there. I went to their website: http://www.champaign.org/find_answers/ask_a_librarian.html and clicked on the link to talk to a librarian. Though it’s not short, I put the whole conversation in the previous blog post. Overall I found IM use to answer reference questions to be a pleasant and easy experience. The librarian I talked to was friendly and receptive, which aided in building the exchange of trust normally given from in person reference requests. From her responses, it seems like IM in their library is only about 5% of their overall reference questions, and email is used a lot to answer reference questions. I think the number of IM users will continued to grow as more users become aware of this service and become more comfortable with it. I found it amusing when she said that a lot of kid users don’t know that it is a professional librarian behind the screen name and not another kid or teen, and they didn’t understand why they can’t just chat through the night.

I was pleased to learn that the IM librarian was actually IN the library and the service wasn’t outsourced. She said that she was sitting at a Reference Desk, though sometimes the librarian IMing (the library has 3 screen names) will be located in the backroom. I know some classmates have had issues connecting and some of the help was not actually located in the library. My conversation lasted about 15 minutes, with a few pauses of less than a minute. When I asked how she handled multi-tasking, she admitted that during our conversation she had answered the phone 3 times and helped 2 people at the desk! Overall, I am pleased to say my experience with using IM in a library was a positive experience and say the Champaign Public Library is developing a good service for their patrons.

IM conversation with a reference desk librarian in a public library

here is the actual conversation I had with the reference desk librarian from Champaign Public Library, in Champaign, Illinois:

Please wait for a Librarian to respond
You are now chatting with a Librarian from The Champaign Public Library
CPLLibrarian: Hello.
CPLLibrarian: Welcome to the Champaign Public Library.
CPLLibrarian: How may I help you?
you: Hello! I’m a student working on getting my MLS to become a librarian, is this a good time to ask a few questions about IM reference?
CPLLibrarian: Well, it’s as good of a time as any ;^)
CPLLibrarian: If we get busy, I’ll let you know.
you: ha ha, thanks, no worries I understand! I’m in a class about using web2.0 technologies in library, this week is using IM
CPLLibrarian: Ok.
CPLLibrarian: Do you have any specific questions?
you: I have a few questions,
CPLLibrarian: Shoot!
you: what percentage of your overall reference help is IM?
CPLLibrarian: I don’t know specifically.
CPLLibrarian: However
you: no official numbers needed, but what you feel
CPLLibrarian: I do know that the percentage is fairly low (at least right now).  I’m guessing 5% or less.
CPLLibrarian: We get more via e-mail.
you: not too bad, do you see any difference in the questions posed through IM vs having a person in front of you or even on the phone?
you: are they more rude? more open?
CPLLibrarian: Not really.  Occasionally, we get a kid wanting to know age/race/gender type questions.
CPLLibrarian: The ones we like best are ready reference type questions.
you: questions just asking you about your personal age or race?
CPLLibrarian: Sometimes, folks will send a full-out reference question, and we’ll have to get back to them.
you: I like those the best too,
CPLLibrarian: Sometimes kids (usually teenagers) don’t realize this is a business type atmosphere, and they think they’re talking to another kid.
you: do you personally like working as a reference librarian through IM, is it harder to communicate,
you: hahaha do they throw out: ttfn, lmao, lol and such lingo?
you: I know some of the literature I’ve read mentions language barriers from younger patrons
CPLLibrarian: Oh yeah.
CPLLibrarian: I don’t usually have any problems with that (I’m one of the techies).
you: haha yay for techies!
CPLLibrarian: It’s just trying to explain to kids why you can’t talk to them all night!
you: now are you actually at a desk at the library or do they have an outside service do it?
CPLLibrarian: No, I’m actually sitting at the reference desk even as we “speak.”
you: now what would you do if you had a person come up, phone just starts to ring and IM come through on the screen
CPLLibrarian: We do sometimes have people do virtual reference from the back (depending on how many patrons are running around at the time.)
you: some of my classmates had concerns
CPLLibrarian: I pick up the phone, and ask them to hold.  When I get to a place where I can answer, I pick it up.
you: so it’s not the end of the world, people are used to waiting and are pretty understanding, right?
CPLLibrarian: During this chat, I’ve answered the phone 3 times, and dealt with 2 people in person.
you: ooh you’re good!
CPLLibrarian: Yes, as long as folks know that you notice them, and acknowledge them, they’re pretty cool about waiting.
CPLLibrarian: I’ve also had LOTS of practice!  LOL!
CPLLibrarian: We’re a busy library!
you: I find that’s true too, I don’t work in a library, but I work at a Barnes & Noble as the Children’s dept. manager,
you: esp during Christmas time, I have a line of customers waiting for help, they follow me like I’m a momma duck
CPLLibrarian: Yeah, I’m sure you’re REALLY swamped the day after Thanksgiving!!!
you: haha YES, I’ve survived almost 3 years,
you: but I am looking forward to becoming a librarian SOON, though I know I’ll find a lot of the same behaviors
CPLLibrarian: Well, I wish you luck.  Being a librarian means your NEVER bored!  Esp. if you work in pub. serv.  I’ve got to run.  It’s been nice chatting.
you: no worries, thank you very much for taking time out!
you: have a great day!
CPLLibrarian: You’re most welcome!
CPLLibrarian: You too!
you: