http://aladinrc.wrlc.org:80/handle/1961/5391 2013-05-23T05:01:54Z 2013-05-23T05:01:54Z Hodges, Alex R. Meiman, Meg http://aladinrc.wrlc.org:80/handle/1961/5392 2009-05-25T07:45:48Z 2009-01-01T00:00:00Z

IM is for Instant Millennials: Developing Staffing Models and Best Practices for Instant Messaging Hodges, Alex R.; Meiman, Meg Shifting American University’s virtual reference service model from a consortial, vendor-based endeavor to an institution-only com- mercial instant messaging service required a team effort. This nec- essary service and resulting organizational change was comprised of nimble players (reference providers) and flexible management (administrative oversight). Performance guidelines were adapted from the vendor chat experience. Instant messaging service train- ing required modifications to our library’s internal communica- tion and development of staff performance guidelines, as well as the creation of innovative management workflow solutions. This article describes how instant messaging reference service shook up our organization and made the sharing of training best practices an organizational norm for cross-functional endeavors. This is the authors' version of the work. It is posted here by permission of Alex R. Hodges and Meg Meiman for personal use, not for redistribution. The definitive version was published in Technical Services Quarterly, Volume 26 Issue 3, January 2009. doi:10.1080/07317130802520203 (http://dx.doi.org/10.1080/07317130802520203)

2009-01-01T00:00:00Z Hodges, Alex http://aladinrc.wrlc.org:80/handle/1961/5390 2009-05-25T07:45:46Z 2009-05-22T19:18:49Z

EDU 519 - Uses of Technology in Education - Summer 2009 course syllabus Hodges, Alex Ten pages.

2009-05-22T19:18:49Z Hodges, Alex http://aladinrc.wrlc.org:80/handle/1961/5091 2009-05-22T19:54:33Z 2009-01-01T00:00:00Z

EDU 519 - Uses of Technology in Education - Spring 2009 course syllabus Hodges, Alex 10-page syllabus.

2009-01-01T00:00:00Z