A few days ago I presented the work that Jonathan (the web librarian) and I had done on getting an instant messaging reference service up and running at Edgewood. It went over very well and even some of the more luddite librarians thought that we could do this. There were a lot of questions about implementing it and how it would actually work. This is why I am glad that Jonathan and I did so much planning and research and brainstorming.
I sounded surprisingly knowledgeable up there for one simple reason: I was knowledgeable. Jonathan and I had been working on this for about two months. He asked questions on some listservs and I scoured the web and library blogs for people that had done this before and tried to learn from their experiences. The sources I kept going back to and adapting to my own needs were: a PowerPoint slideshow called “How do you IM?” on the LibrarianInBlack blog, “IM me” by Aaron Schmidt and Michael Stephens, and the Online Reference Best Practices Wiki. They all were very helpful in getting me started. I find it is very useful to use other people’s knowledge. It saves you a lot of the leg work and allows you appear smart even though you are leeching off of these other people’s wisdom.
I demonstrated what the Pidgin software would look like as well as the Meebo chat window, and then we allayed any concerns and answered all the questions that came up. We helped the staff understand what we were actually going to be doing it and why. But I tried never to say that “this is how it is going to be.” I kept telling the staff that their input was needed . I do not want them to think they are getting this imposed on them. I would like to have them all contribute and share their opinions so it can be an effective service.
The meeting went very well, and I even got applause for my presentation. The next step will be staff training. This will begin after winter break since it is always hectic at the end of the semester. I might have to do a little research on how best to go about training staff and getting them comfortable with IM. This is going to be fun.