American University
Browse
hodges_9_OBJ.pdf (127.87 kB)

IM is for Instant Millennials : Developing Staffing Models and Best Practices for Instant Messaging

Download (127.87 kB)
journal contribution
posted on 2023-08-05, 13:26 authored by Alex R. Hodges, Meg Meiman

Shifting American University’s virtual reference service model from a consortial, vendor-based endeavor to an institution-only commercial instant messaging service required a team effort. This necessary 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 training required modifications to our library’s internal communication 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.

History

Publisher

Technical Services Quarterly

Language

English

Notes

Hodges, Alex R. and Meiman, Meg (2009) 'IM is for Instant Millennials: Developing Staffing Models and Best Practices for Instant Messaging', Technical Services Quarterly, 26:3, 199 — 206. 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)

Handle

http://hdl.handle.net/1961/5392

Usage metrics

    University Library

    Categories

    No categories selected

    Exports

    RefWorks
    BibTeX
    Ref. manager
    Endnote
    DataCite
    NLM
    DC