Week 5 Reflect Activity

Many libraries provide instant messaging and VoIP reference services, how would you feel about communicating with patrons this way? Do you think users would have different service expectations when then use these tools?

As I have personal experience using the instant messaging system run by the State Library of Queensland, I do think I would be more conscious of how the patron feels during the interaction. If a reference librarian is spending time looking for the information that the patron has asked for it can seem like the user is being ignored, due to the limitations of not being in the same physical space. If I was to run an instant messaging service I would think that it is important to constantly tell the patron what I am doing so they don't view my silence as ignoring them.

From personal experience I have found that something as simple as an emoticon can be enough to overcome the impersonal nature of instant messaging. While this would obviously not be a substitute for face-to-face interaction it can ensure that a friendly message is not misunderstood as being rude. However due to the fact libraries will have to uphold an image of professionalism care must be taken to ensure that emoticons are not overused. Despite this a simple smiley face could make quite a difference as it is always a good idea to smile during a face-to-face interaction within a library.

I do think that due to the above issues, library users would have lower expectations of instant messaging as it is widely understood that it is a much less personal form of communication. This does not excuse the fact that the librarian using the service must also be aware of these limitations so they can deal with the issues and make the experience the best they can for the patron. Overall instant messaging has its benefits but simple considerations should be made to at least minimise the drawbacks even if it is impossible to remove them altogether.