We got the message: creating an instant messenger service point

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.