Week Nine: Instant Messaging

For this week, 23 Things Kansas is focusing on instant messaging.  Instant messaging (IM) is now ubiquitous.  You can IM from most social networking websites, customer service pages for large companies often have an IM component, and IM is built into many email services. However, IM is still growing. Using SMS (Short Message Service) protocols, you can now send and receive text messages with many IM services.

I have used IM since the early days of AOL and was even part of the short-lived KANAnswer program. (KANAnswer was the State Library of Kansas' attempt to create a statewide online reference service similar to the AskColorado program in Colorado.)  I have seen the evolution of IM and for the most part it has been positive (You can debate its impact on the decline of grammar and writing skills amongst yourselves.)

There are many programs and services out there, but most fall into two categories, simple or complex, without much in between.  Therefore, while there are many services available, choosing an IM service for a library can be difficult.

For small to midsized libraries, Meebo is probably the standard and what most organizations look at first.  It has a simple widget that is easy to install on library websites, and is user friendly. It also works with existing IM user names (AOL, Gmail, etc.)    However, while it excels in usability, it lacks in functionality.


Do you need multiple log-ins? Do you need to transfer messages? SMS capabilities? All of these multifunction capabilities are not built into Meebo. Therefore, when organization need more functionality they turn to software-based IM programs, such as Trillian or Pigdin (Pigdin is most useful when combined with LibraryH3lp, so it is really two software elements.) These software offer more functionality, but come at a price of complexity, cost, and more set-up.

My library has been using Pigdin with LibraryH3lp for almost a year (we tried Meebo and Trillian before that) and have had much success. It allows for multiple users, its widget is fairly easy to install, and it allows for chat transfers.  However, it is now no longer free to use, as it was when we first started using it.

I think the important elements for deciding which IM service to use at a library are straightforward.

• How large is your intended IM population?  If you serve a medium sized community you can get away with a straightforward service like Meebo, but for larger communities, multiple branches, or a sparse population, widely scattered, you need a multifunctional, multidimensional IM product.
• How many staff will be monitoring the IM service?  If you have one or two people, a simple product will work, but once you get three or more people involved, take the time to look at what you want out of your IM service and see if you can realistically get away with a simple product.
• How are you going to use your IM Service?  This element is related to both the size of your population and how many staff you are committing to the service.  If you want just a basic way for patrons to ask basic questions via your website, a simple IM product is all you need.  Again, if you want an integrated, multifunctional IM service, you need a more complex product.

• A secondary element of setting up your service in terms of complexity, is how "instant" do you want your instant messaging.  Many services like AskColorado, require you to fill out a small amount of information--name, email, etc.--before you ask a question.  The process offers a more in-depth reference experience, but you lose speed.  Products like Meebo and Pidgin are focused on instant communication...there are no barriers between you and the reference librarian; type in your question and you get an answer.

• How much can you afford?  Even if you serve a large population, you might need to stick with a simple product if cost is an option. Meebo is still free, so it is a good base product to start.  Sure you will not be offering a complex service to your patrons, but at least you are offering an IM service.  It is better to get something up and running then lose patrons.
• How technical savvy are you or your staff?  IM services are generally easy to get up and running, but they do take a little bit of technical knowledge. 

Again, when in doubt, I think it is better to start small--pilot projects are your friend--and get something out there for your patrons to use, than to wait until you find the "perfect" product.  Start with something simple like Meebo and if you find that it does not fit your IM needs, move onto something complex. The important part is that you get something out there to connect with your patrons.  IM reference is something that is quickly become a "must have" feature in your digital environment.  In fact, in some ways we have already moved beyond IM and text messaging is becoming the dominant way to provide quick, instant access to library professionals.

What other elements do you consider when choosing an IM product? Do you use text messaging in your library yet? Do you have plans to implement text messaging?