Many web 2.0 tools can be tagged as communication tools. Blogs, wikis, flickr, podcasts & videos, and social networking sites are all ways to communicate and share information. The communication tools in this lesson - Email, instant messaging (IM), text messaging, Skype and web conferencing - make person-to-person or group-to-group communication easier.
Many libraries use these communication tools to provide services (for example, online reference service) to patrons wherever they are. We may like telephones or walk-in users, but many patrons want to communicate with us in other preferred ways. Remember there was a time when libraries once debated telephone reference too - but that was before libraries and librarians were early adopters of new technology!
Email
Email has been around longer than the Internet - early inceptions date to the late 1960s using mainframe computers. Now, almost everyone has at least one email address. With more than 1.5 billion email users sending millions of email messages every day email remains the foundation of online communication and collaboration, even with the addition of many new tools. Everyone needs to understand and use email. For patrons who are still behind the curve, many libraries offer classes on email using free, web-based email services like Gmail, Yahoo!Mail, and Hotmail.
Libraries use email for many purposes such as Ask-a-Librarian, patron updates on holds & overdues, online books clubs, library discussion groups, and more. Librarians also use email lists to communicate and collaborate with other librarians.
Email can be a productivity enhancer or a time drain. If it's the latter for you, you might want to explore the productivity aspects of your current email program - things like folders, groups, spam filters, etc. Here are some other productivity tips.
Instant Messaging
Instant messaging (IM) is a tool for real-time communication. Users type into a chat box and send the information to one or more other IM users. It also can be a productivity tool or a time user. It's a popular tool among young people, as well as business people, because of the instant response possible. Here's how it works.
Watch this video that shows an Instant Message chat with a librarian at the University of Buffalo:
Since these programs provide instant message service between account holders only, it's worthwhile to consider using an IM aggregator such as Meebo; it lets you view/chat with all of your IM accounts from one window. Meebo is web-based so it doesn't require a download, and it can be used from any computer. You can also embed a MeeboMe widget to chat with visitors. The U of M Mansfield Library uses a MeeboMe widget to provide "Chat with a Librarian" service on the library home page.
Learn about how some libraries use IM to provide online reference service (from the Library Success Wiki).
Text Messaging
A couple of years ago, conventional wisdom held that while Boomers were primarily email users, IM was the domain of the younger set (Gens X & Y). Well, technology marches forward - now everyone's going mobile - and everything's changing again. An estimated 70% of the population uses cell phones, including people of all ages. Many mobile users, especially on the younger end of the spectrum, have embraced text messaging.
Short Message Service (SMS), commonly called text messaging, allows users to send short messages of up to 160 characters via cell phone or other communication device. There is a basic cost involved depending on the provider for those who send and receive text messages. Around 500 billion text messages are being sent every year and now it seems that text messaging is permeating our culture. Are you part of the revolution?
View this video demonstration of a Text-a-Librarian session in an academic library:
Discovery Resources:
If you want to be part of the revolution, you'll need to learn the language.
Assignment: Communicate your thoughts about these tools on your own communication tool -- your blog!
Describe how your library uses email. Has it improved productivity?
Share your thoughts about using web 2.0 communications tools to provide online reference
Are you an active user of text messaging or IM?
Skype
Skype is a little piece of software that lets you make free calls to anyone else on Skype, anywhere in the world, using Voice over IP (VoIP). And even though the calls are free, they are really excellent quality. If you and your friends, family, or business contacts are using webcams, you can even make free video calls. You can also call landlines and mobile phones at cheap rates. Just like instant messengers, you can use Skype to chat with not just one person at a time, but with several people in a group chat.
Web Conferencing
Web conferencing is used to conduct live meetings or presentations over the Internet. In a web conference, each participant sits at his or her own computer and is connected to other participants via the Internet. This can be either a downloaded application on each person's computer or a web-based application where the attendees simply enter a URL to enter the live meeting. These web-based applications are used with either Flash or Java technology. Audio can be provided by VoIP or telephone, and text chat capability is provided for interactions by attendees who don't have access to microphones.
A webinar is a a type of web conference. A webinar can be one-way, with the speaker giving a presentation, or it can be collaborative, including question and answer or discussion sessions to allow full participation between the audience and the presenter. WebJunction webinars, for example, take place in an online Wimba classroom. Most WJ webinars are free, but registration is required.
OPAL (Online Programming for All Libraries) is a low-cost web conferencing service that offers public online programs, including book discussions, interviews, special events, library training, writing workshops, virtual tours of special digital library collections, and many other library continuing education presentations. Check out this podcast about OPAL (remember that the mp3 file might take a little time to download). Everyone is welcome to participate in OPAL programs. Usually there is no need to register. Nearly all OPAL programs are offered free of charge to participants.
Look at the OPAL Master Schedule. Find an interesting program and join in. You don't have to watch the whole thing if you don't have time; watch enough to get a feel for the format. It there are no live programs avaialble during this learning module, why not check out an archived program or come to an open house in the Montana State Library OPAL room (see the program calendar for dates and times).
Chat rooms got a bad name in the early days because of the fear of child predators, bullying, and the nature of uncontrolled online interactions between anonymous people. While those issues continue to be of concern in a variety of Internet environments, these days text chat happens everywhere on the Internet - for business or personal purposes in IM rooms, in web conferencing, on learning platforms for distance education, online help desks, and more. For example, AskMontana is a free, "virtual" reference service that uses live online chat. Don't be bashful about using chat to communicate!
Assignment: Select an activity (or activities) from the discovery exercises listed below. Complete the exercise and create a post on your blog about your experience.
Set up an IM account with another Challenger (check the Challengers' Blogs page to find a partner) and practice IMing each other. Or try text messaging another Challenger.
MeeboMe! Check the calendar to see whan Lauren will be online to IM with you.
Try Skype: Download and install Skype from here. Search for someone you know to add as a contact (hint: you can search for Lauren McMullen). Send a message. When your contact is accepted, you'll be able to make and receive calls - remember, if you don't have a microphone on your computer you can still "talk" using text chat.
Select an OPAL, Webjunction, Montana State Library , or other library-related webinar to attend (check the calendar for suggestions). What event did you select to attend? How was it? What do you think of this communication tool?
Got a stumper reference question? Take it to AskMontana.
Note: if you are taking this module for CE credit, please be sure to complete the two assignments (blog posts) by the lesson closing date of April 12.
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