Background

Instant messaging (IM) is increasingly becoming a popular mode of online communication among Singaporeans. According to comScore, a market research company, Internet users in Singapore aged 15 and above averaged 21 hours online per visitor during February 2009, with IM topping the list of how Internet users were most likely to spend their time.

While libraries in Singapore have embraced common communication channels such as e-mail to deliver enquiry services to users, as of now, only Republic Polytechnic is making use of instant messaging to meet the information needs of its students.

 The ASK! Chat Trial

As part of ongoing efforts to experiment with delivering library services in user spaces and emerging communication channels, NLB’s Public Libraries started a three-month trial involving the use of online chat as a communication tool.

This bridges the distance between patrons and the library in two ways: First, a chat service makes enquiry services more accessible to OPAC and laptop users in the library who no longer need to approach a reference desk whenever they need help with information seeking. Second, a chat service helps to facilitate reference interviews between patrons and librarians, which currently can only be carried out in person at a library and over the phone.

The trial service, currently branded as ASK! Chat is available from 1pm to 9pm daily, excluding public holidays. Through online chat widgets available on selected NLB websites and catalogue terminals, patrons will be able to communicate with librarians on information desk duty at the three regional libraries (Jurong, Tampines and Woodlands).

ASK! Chat is currently available on the following websites from December 1, 2009 to February 28, 2010:

ASK! Blog: http://blogs.nlb.gov.sg/ask
Public Libraries Just ASK! : http://www.pl.sg/page/PlJustAskContent
NLB eResources: http://eresources.nlb.gov.sg

Planning for the trial service took approximately four months. During this period, librarians were trained on the Web-based chat software as well as chat etiquette and other service protocols that differ from other modes of communication.

There were several considerations that had to be noted for the trial service. For instance, to safeguard the privacy and security of member accounts, enquiries that require patrons to reveal personal information such as IC numbers are not handled through  the online chat. Instead, patrons will be referred to the customer service desks at the libraries. Also, abusive patrons will be informed about the scope of the chat service (recommendations, circulation, reference) and recalcitrant ones can be banned from using the service after repeated abuse.

The trial service has been well received by users so far, with some calling for the service to be extended after the trial period. Many have indicated that the service helps to meet their information needs at the point of need.

Contributed by Aaron Tan, National Library Board