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We got the message: creating an instant messenger service point

Published: 05 November 2006 Publication History

Abstract

Figuring out the best way to communicate with and serve students is one of the paramount challenges facing library and technology organizations today, including Bucknell University's merged Information Services and Resources organization (ISR). In an effort to resolve this issue, we went straight to our students, asking, "How should we communicate with students in order to better meet their service needs?"The response was unanimous: students prefer to communicate via instant messenger (IM). They suggested that we establish a screen name to handle technology and library questions.ISR formed a committee to plan a pilot IM service, and less than a year later introduced "ISRBuddy". This central triage screen name is another entryway to our broad organization that helps students navigate our services. The service expectation was that ISRBuddy would answer simple questions (often using our online knowledgebase) and direct complex questions to specific service desks. Logistical considerations such as software, scheduling, staffing, and assessment were planned well in advance of the pilot launch, which occurred in Spring 2006.Our pilot semester of ISRBuddy taught us many things about our students, including what type of information they need, their work patterns, and the level of service they expect from an online help point. After the successful pilot, we made several modifications to the service for Fall 2006.

Reference

[1]
Schmidt, A. and Stephens, M. IM me: instant messaging may be controversial, but remember, we also debated telephone reference. Library Journal., 130, 6 (April 1, 2005), 34--35.

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  • (2021)The Impact of E-Collaboration and Traditional Learning Styles on Learning Outcomes and AnxietyCollaborative Convergence and Virtual Teamwork for Organizational Transformation10.4018/978-1-7998-4891-2.ch003(46-59)Online publication date: 2021
  • (2020)The Impact of the E-Collaborative and Traditional Learning Styles on Learning Outcomes and AnxietyLearning and Performance Assessment10.4018/978-1-7998-0420-8.ch025(528-544)Online publication date: 2020
  • (2016)The Impact of the E-Collaborative and Traditional Learning Styles on Learning Outcomes and AnxietyInternational Journal of e-Collaboration10.4018/IJeC.201604010312:2(27-47)Online publication date: 1-Apr-2016
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    cover image ACM Conferences
    SIGUCCS '06: Proceedings of the 34th annual ACM SIGUCCS fall conference: expanding the boundaries
    November 2006
    478 pages
    ISBN:1595934383
    DOI:10.1145/1181216
    Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than ACM must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected]

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    New York, NY, United States

    Publication History

    Published: 05 November 2006

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    Author Tags

    1. communication
    2. consulting
    3. help desk
    4. instant messenger
    5. staffing

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    View all
    • (2021)The Impact of E-Collaboration and Traditional Learning Styles on Learning Outcomes and AnxietyCollaborative Convergence and Virtual Teamwork for Organizational Transformation10.4018/978-1-7998-4891-2.ch003(46-59)Online publication date: 2021
    • (2020)The Impact of the E-Collaborative and Traditional Learning Styles on Learning Outcomes and AnxietyLearning and Performance Assessment10.4018/978-1-7998-0420-8.ch025(528-544)Online publication date: 2020
    • (2016)The Impact of the E-Collaborative and Traditional Learning Styles on Learning Outcomes and AnxietyInternational Journal of e-Collaboration10.4018/IJeC.201604010312:2(27-47)Online publication date: 1-Apr-2016
    • (2008)A Case Study on Undergraduates' Informal Learning Supported by QQProceedings of the 2008 International Conference on Computer Science and Software Engineering - Volume 0510.1109/CSSE.2008.235(649-654)Online publication date: 12-Dec-2008
    • (2007)Enabling interoperability between mobile IM and different IM applications using JabberProceedings of the 11th Conference on 11th WSEAS International Conference on Communications - Volume 1110.5555/1348101.1348111(51-55)Online publication date: 26-Jul-2007

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