Week 9: Communication Tools (IM, Web Conferencing, VOIP, SMS)
March 19 - April 1, 2008
Learning Objectives
By the end of the week, you should:
1. Know the various options for providing virtual reference services in libraries.
2. Understand current trends regarding use of mobile and synchronous communication technologies in the general population.
3. Identify the pros and cons of the various options for providing virtual reference services.
4. Identify best practices for providing virtual reference services.
Lecture
No lecture this week since we'll be having an Elluminate session.
Readings
Required
Farkas, Chapter 9, Chapter 10 (pp. 173-80)
Shiu, E. (2004). “Report: How Americans Use Instant Messaging." Pew Internet and American Life Project.
Gonzalez, N. (2006). “The Six Biggest New Ideas in Chat.” TechCrunch.
Julie. (2007). “IM versus Chat: What’s better for customer service?” The Strange Librarian.
Davis, K. (2007). “Ask Now Instant Messaging: Innovation in virtual reference.” National Library of Australia.
Tucker-Raymond, C. (2007). “Collaborative Enterprise Instant Messaging at ALA Midwinter (Parts 1-5).” L-Net Blog.
Tucker-Raymond, C. (2005). “Is Co-Browsing Dead? 3 out of 5 librarians agree.” L-Net Blog.
Booth, C. (2007). “Video IM Reference.” ACRL Conference Cyber Zed Shed. (Be sure to listen to the PALINET podcast interview with Char Booth – linked from the top of the page).
Booth, C. (2007). “Tokbox Your Librarian.” Informational.
AOL. (2007). “AP-AOL Instant Messaging Trends Survey Reveals Popularity of Mobile Instant Messaging.”
Stephens, M. (2007). “Can U TXT the LBRY?” ALA TechSource Blog.
Examples
Libraries that Provide Different Kinds of Virtual Reference
Maryland Ask Us Now
University of Florida
University of Calgary
Ohio University
Southeastern Louisiana State University
Orange County Library System
Potential Virtual Reference Tools
Meebo
Wimzi
DimDim
Skype
Yugma
TokBox
Altarama
Things to Do
1. Play with the examples listed above.
2. Complete Exercise 7, due April 1.
3. Write at least one blog post on one (or more) of the following topics:
1. What do you see as the most promising idea(s) for libraries to pursue in providing virtual reference services and why?
2. What would you see as some of the pros and cons of IM reference versus commercial virtual reference?
3. What do you think are the most important features any virtual reference service should have?
4. Write your own reflections on what you learned this week.
4. Comment on at least two other people's blog posts.
5. Bookmark three additional resources about communication tools and tag them libr246-13.
6. Mandatory Elluminate session Tuesday April 1, 2008 6:30-8:00 pm PT.
