[Web4lib] RE: Starting an IM Reference service

[Petter Næss]

We've been using a freeware program called Rakim for about 4 years. It was
developed my Miami Univesity Ohio librarian Rob Casson, and although he has
moved on to other things and is no longer - I believe - supporting the
program, it still works fairly well for us. We use it to answer quick
reference questions and to direct patrons to specific pages on our website
or elsewhere on the internet. Since 80% of the questions we get concern
visas or immigration to the U.S., most of our responses are simply a
referral to the appropriate POC in the consular section, or a preconfigured
answer to a frequently asked question. (e.g. question: "An IRS officer
neglected to remove the departure tag from my passport when I left the U.S.
Do I need to do something about this? preconfigured answer: "For guidance,
please see the information about departure tags at
http://www.usa.no/embassy/consular/visa/returning.html")


Rakim's features include:  preconfigured answers, selectable from a dropdown
menu; preconfigured bookmarks; simultaneous logon for multiple librarians;
logged on librarians can chat "behind the scenes" and pass patrons between
them; patrons can request email transcripts of chat sessions.

The software is designed for answering questions, not for aimless web2.0
chatter, and as such has more in common with customer service software such
as LivePerson than with typical IRM clients. It runs on our webserver, but
does not require any downloads or special user-compatibility on the patron
side. There are some glitches with pop-up blockers, and with the audio alert
(doesn't work in Firefox and Opera, but can be can be tweaked). Some
libraries that use (or have used) the system are listed at
http://www.our-mission-possible.com/Reference%20Links.htm

I would be very interested in hearing about newer systems that provide some
of the features mentioned above, in particualr the feature that allows
creation of preconfigured answers to frequently asked questions. thanks,
Petter Naess

Petter Næss
U.S.Embassy, Public Affairs
Henrik Ibsens gate 48
0244 Oslo
Norway
phone (47) 21308802
fax (47) 22440436
pnaess at usa.no
http://www.usa.no
http://ircworld.blogspot.com  

Petter Næss
Information Resource Director
U.S.Embassy, Public Affairs
Henrik Ibsens gate 48
0244 Oslo
Norway
phone (47) 21308802
fax (47) 22440436
pnaess at usa.no
http://www.usa.no
http://ircworld.blogspot.com  

-----Original Message-----
From: web4lib-bounces at webjunction.org
[mailto:web4lib-bounces at webjunction.org] On Behalf Of Jason Snyder
Sent: Thursday, October 18, 2007 6:34 PM
To: web4lib at webjunction.org
Subject: [Web4lib] RE: Starting an IM Reference service 

Hi,

At Bucknell, we implemented an AIM question and answer service two years
ago.  Bucknell has a merged technology and library organization, and our AIM
service, ISRBuddy, acts as a online front end for the organization.  Users
may ask technology or library questions.  We find that we get about 80%
technology questions.

The service is staffed by whoever's working the reference desk (librarians,
tech support folks and grad students -- we have people from throughout the
organization working the reference desk), and is open whenever the library
is (7am - 2am on weekdays).  Yes, we have librarians answering technology
questions!  We have an extensive technology knowledgebase, and staffers are
encouraged to send users links to answers in the knowledgebase that will
answer their questions.  If they can't answer the question, it's forwarded
to our technology help desk's AIM account.  Then a student from the tech
desk will take the question and IM the user. 

We've found that it works really well, and that students enjoy and use it
frequently (as do some tech savvy university staff).  Several librarians
came to me and remarked that they've learned a lot about computing support,
as well as our IP television system!

Good luck!

Thanks,
Jason Snyder
Integrated Online Services Consultant/Librarian
Information Services and Resources (ISR)
Bucknell University
Lewisburg, PA 17837
570.577.3231
AIM: jcsnyder95



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