http://aladinrc.wrlc.org:80/handle/1961/5393 2013-05-20T16:40:48Z http://aladinrc.wrlc.org:80/handle/1961/5392 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 http://aladinrc.wrlc.org:80/handle/1961/5112 GNED 220G Social History of the Book Syllabus Meiman, Meg This syllabus contains the course description, assignments, and readings for GNED 220-1, a General Education class "The Social History of the Book." This class was a wildcard class, offered one time only, and was conducted in Fall 2005. Readings in the syllabus from October 27 through December 5 reflect the changes I made, based upon my students' midterm evaluations of the class (conducted on October 20). 2009-03-27T20:51:32Z