Using AOL Instant Messenger

L-net uses AOL Instant Messenger so that staff can send communicate with each other while we are answering questions on L-net.

If you arleady have the software installed and are using it, you can skip down to edit preferences or using the software.
If you are new to AOL Instant Messenger, please read the whole guide.
If you are in a hurry you may prefer the short version.
I am not a teenager!
What is Instant Messaging?
Why AOL Instant Messenger?

Get an AIM account and download the software

Being nice to IT: firewalls, security and privacy
Using the software
Edit your preferences
Load our buddy list
Say hello!
Advanced users

I am not a teenager!
Instant messaging and chat software is the basis for live digital reference. We are able to offer L-net as a service to our patrons because they are often already familiar with instant messaging technology. Oftentimes, it is we the librarians who find this technology strange and new. As one librarian put it, “I am not a teenager!”

The Pew Internet & American Life Project keeps track of internet trends in the United States. They have found that 39% of internet users have used some kind of Instant Messaging software (Feb, 2004). The numbers are even higher for internet users aged 18-29 (57%) (Feb 2004), and a 2002 report found that 75% of college students have sent instant messages (Sep 2002).

This page is written with the intent that you will become familiar enough with Instant Messaging to use it as L-net staff. Also, I hope it can help narrow that gap between ourselves and those teenagers.

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What is Instant Messaging?
Instant Messaging (or IM) is a service that lets you send simple text messages directly to another person who is online at the same time.

IM is similar to a chat room in format, but similar to e-mail in style because you are usually sending messages to one person at a time.

The literature of business and technology has begun to recognize that instant messaging is a great tool for workplace communication, both for inter-office communication and for customer service.

At least one library relies on AOL instant messenger for their live digital reference service. To learn more, read Bill Drew’s case study of the SUNY Morrisville College Library’s service in the book Chat Reference: a guide to live virtual reference services by Jana Ronan (Libraries Unlimited, 2003).

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Why AOL Instant Messenger?

AOL Instant Messenger (AIM) is a popular IM program. AIM was chosen because it was multi-platrform, easy to install and easy to use.

Other popular services are Yahoo! Messenger, MSN Messenger and Internet Relay Chat.
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Get an AIM account and download the software

If you don’t have AIM software on your computer already, you can gett an account and download the software at the same time. Click the download link from the main AIM page, follow the instructions for new users, and you will be on your way.

Pick a screen name that reflects who you are and your library. For example, I chose calebMCL because my name is Caleb and I work at the Multnomah County Library.
After you have chosen your screen name, tell me what it is so that I can add it to the master buddy list.

If you like, your library may have a single account that everyone uses, so long as only one staff member is going to be on any given time.

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Being nice to IT: firewalls, security and privacy

Most library systems and IT departments prefer to know what you are downloading on your computer. You may need their help anyway to get the software installed, so it is a good idea to be nice and tell them what you are doing.

Firewalls. AIM uses TCP/IP port 5190 to send messages. If your library is behind a firewall that blocks this port, ask someone to open it up so that you can use AIM from your library staff computers.

Security. Hackers look for security flaws in AIM the same way they do in Microsoft products (though not as much). AOL has a good track record for responding to such attacks and frequently updates their software pro-actively.

Privacy increases security. If your library systems or IT department has concerns about privacy and AOL instant messenger, reassure them by showing how you are editing your preferences to help stay secure and private.

If you are unable to download AIM on your computer, AOL offers an web-based alternative, AIM Express. The downside with AIM express is that you must update your buddy list by hand.

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Using the software

To send a message with AIM, open your buddy list (it will appear when you log on and show you who else is available) and double click on the name of the person you want to send your message to, type your message and click send. A window will pop up on the person’s computer with your message.

You do not need to keep your buddy list open. You can close it like any other window without logging out. To see it again, click the AIM icon on your Windows taskbar.

AIM Express users may need to minimize their buddy list to keep from getting logged off.
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Edit your preferences

One of the first things you want to do is edit your preferences. You can find it from the My AIM menu, under Edit Options, or press F3 when you are using AIM.
You can also press the icon labeled Prefs on your buddy list.

For L-net, we recommend you make the following changes:

Privacy. Tell AIM to only accept messages from people on your buddy list – this will prevent any unsolicited messages.

Under IM/Chat, also tell AIM to prompt ask you what to do if someone not on your Buddy List tries to contact you. This person may be a librarian with a new account.
The important thing is that you control who sends messages to you and who does not.

Security tip. Think of AIM as a kind of e-mail. Advanced users can send you attachments, music and pictures. Just like with e-mail, don't open anything that looks suspicious, comes unsolicited or is from someone you don’t know.
Sign On/Sign Off. Unless you are a huge fan of Britney Spears, uncheck the box that says "Show AIM.com window at sign on." Most librarians find this pop-up very annoying.

Sounds. AIM loves to play sounds, but your co-workers do not love to hear them. Under Buddy List, click sounds button and set it to "Do not play any sounds".

Explore your preferences and personalize your AIM experience.
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Load our buddy list

You can download (what's the password?) the current version of our L-net buddy list, and you can also ask the service coordinator to send it.

Once you have the buddy list, choose Load buddy list from the My AIM menu, find the file you downloaded, and update.

Your list should now have a category called L-net. If you still have a category labeled Pilots, delete it (see below).
Watch the staff information blog or subscribe to the rss feed (what is rss?) to find out when a new buddy list is posted.
Unfortunately, Aim Express users have to add and delete Buddies by hand. You can open the buddy list with NotePad or Microsoft Word to see everyone's name.
To add and delete by hand, click the Setup icon on your buddy list and then Add Buddy (or Delete). You may wish to keep your personal contacts separate from your L-net contacts.

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Say hello!

When you log on to your L-net shift, please use AIM to say hello to the librarian already logged on so that they know it is okay to log off.
If your screen name is ambiguous about your identity, be sure to include your name in your messages to other librarians.
Other librarians may also have questions they would like to transfer to you, or perhaps they would just like to tell you about the great questions they have had.
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Advanced issues

Abbreviations. You may notice that IM and chat users use many abbreviations – get to know some of these, but keep in mind there are many more. You may not ever want to use them, but if a patron uses one with you, you’ll want to know what it means.

Away messages. AIM lets you set up automatic replies to let people know you are out to lunch or in a meeting. You’ll still get instant messages, but the person sending them won’t be upset that you didn’t reply. Using away messages is easier than remembering to log out for lunch and then logging back in when you return.

To get started, click the Away icon on your buddy list.

Multi-network chat clients. You probably have friends or colleagues that use IM but they may not use AOL instant messenger. Trillian lets you connect to a variety of IM services, so you can use your AIM account to talk to your supervisor who uses Yahoo! Messenger and your second cousin using MSN Messenger, without having to download all of those programs.

If you have use Mac OS X, iChat works in a similar way, and also transmits audio and video information if you've got the equipment for it.

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