IM:
I’ve been using IM for over 10 years: I had experience with AIM in 1998 and over the years have used Yahoo’s and Google’s chats as well as ICQ. Because of the number of accounts on different services, I switched to Trillian early on (back when AOL kept changing things to break the unauthorized interaction with AIM servers. They eventually gave up on that).
For this assignment, various people in my library set up accounts and we spent some time chatting with each other through Google Talk. My department head mentioned IM as a possibility to allow us to staff the reference desk with fewer people: when it was quiet, one person could go and one stay, and we would simply IM the other person asking for help if there was a rush of patrons or a reference question that had us stumped. I think this is a great idea.
IM could also, as pointed out in one of the articles, be used for answering patrons’ reference questions. This is another great possibility but I think that because of the medium it might be tempting to skim the questions (if they’re coming in quickly) or to give them divided attention. Unfortunately I’ve been guilty of these tendencies in online chats myself, but in a library setting they could lead to very bad service.
Another thing to consider is whether people can type well: IM questions may come in slowly, haltingly, and it would not be a bad idea to train IM reference workers in typing so that they can answer quickly.
I tried Meebo for this Thing but couldn’t remember my AIM password. It seems that you also can’t sign onto several Yahoo IDs at once, which Trillian does allow.
SMS:
SMS has all the same potential benefits and would allow us to answer reference questions where our patrons already are, rather than forcing them to come to a different space. Challenges here would include the exorbitant cost of text messaging–it’s technologically very simple to send and doesn’t take much bandwidth at all, but messaging has a huge markup on its price and a tiny caps on message length, as well as additional charges on exceeding it. It’s not hard to imagine difficulty in understanding the reference question and getting the patron a good answer without pushing them into extra charges on messaging.
I have no experience with SMS, as I despise cell phones, but I can still see its usefulness in addressing simpler patron information needs.
Web conferencing:
I’m familiar with these, both as a viewer and as a presenter. I’ve attended web conferences on different web services the library was thinking of subscribing to; they’re generally interesting in the way they can walk the viewer through a process.
I’ve given my own webcast for the State Library of Florida; this one was on graphic novels for teens and graphic novels that teens read.
Again, I think that webcasts and web conferences have a lot of potential in terms of addressing patron information needs.
Slightly different from these would be podcasting and video uploading services such as YouTube, which would both allow libraries to document how to do certain things and allow the patrons to consult these documents on their own schedules.