It’s IM time: a case study of instant messaging reference for teens at Carnegie Library of Pittsburgh

Instant Messaging (IM) reference is catching on in public libraries across the country. Because IM is especially popular among 12-19 year olds, Carnegie Library of Pittsburgh launched an IM pilot for teen reference in the summer of 2005. As a student intern it was my job to implement the program and evaluate results with the help of the teen services staff. Our study found that IM’s unique characteristics such as its conversational tone, informality, and anonymity were particularly suited to the communication style of teens. The article also details how we promoted the service, and dealt with technological limitations. Interactions between the staff and patrons were analyzed for insights into the IM reference interview. This article addresses ethical issues, technical obstacles, and scheduling conflicts encountered during the trial. And finally, the paper proposes strategies to improve service, such as the need to integrate IM reference into staff duties, and to get IT staff on board from the get-go. Although temporarily suspended, CLP’s IM service is poised for re-launch.