The new Spark software has given us the ability to provide more access to Ohio residents including the option of integrating instant messaging (IM) into the statewide service. The technology, logistics and staffing of an IM component all present their unique challenges.
Making KIN24x7 more accessible to the visually-impaired has been a long-term goal. Spark has this potential now by using IM, which also provides another way for everyone to get answers to their questions. So, IM is coming to KIN24x7, but your thoughts on how this should be implemented are needed. We are looking at January 2009 as an implementation date, and I want to hear your ideas. All KIN24x7 librarians and stakeholders are encouraged to log in and post comments or questions to this forum topic. If you have not created an account for the site yet, you can do this simply by clicking here or on Create An Account in the left column.
-- Don Boozer, KnowItNow24x7 Coordinator
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questions about IMing
If we accept questions to KIN via IM messages, will patrons still be required to enter a zip code? In other words, will we still be able to attempt to limit service to Ohio patrons? (And Oregon when appropriate.)
Also, how are you envisioning what we will send to patrons? Now we send web sites. When someone is IMing, perhaps from a phone, are we just to type in an answer? What sets us apart from other services is the fact that we are librarians and we are able to find and use authoritative sources. Will every kid that bugs us to "just send the answer!" IM questions so that we will do just that versus what we try to do now: send authoritative sites for them to read through?
Authentication and Service
There is no way for patrons to authenticate with IM. Patrons using the IM service would have to, most likely, be aware of it from an Ohio source (library web page, library newsletter, etc.), so this should keep out-of-state traffic down.
I would envision similar service as to what we provide now: both direct answers as well as websites. The authoritative nature of both of these is the most important. If a direct answer is given, I would always encourage the source being shared as well so the patron can go and look it up if they want corroboration. When working the public service desk, some people just want an answer (e.g., "What is the address of [fill in the blank]?") while others want resources. The same is true in the virtual environment.
KIN IM Service
How will offering IM service to a potentially worldwide audience affect our funding of the service? As I understand it, KIN is funded entirely by grants. Is a worldwide patron base compatible with the intent of the grant? Will the grantor feel that it is compatible?
A very good question. KIN is
A very good question. KIN is entirely funded by a federal LSTA grant provided through the State Library of Ohio. We have been encouraged to pursue implementation of an IM component, but these questions will definitely be addressed.