The Katie Zepps Nursing Library has recently implemented a virtual reference service using Meebo for its students, members and staff. Meebo is a free online messaging program which allows users to monitor multiple instant messaging accounts (AIM, Yahoo, MSN, Google Talk, ICQ or Jabber) through one interface. Also, embedded on our library contacts page is Meebome a widget which allows our users to chat with us without the need for having an instant messaging account.

1. Virtual Reference Service using Meebo
@ Katie Zepps Nursing Library
Kate Jonson
The College of Nursing, Katie Zepps Nursing Library
Meebo me
Introduction
Meebo me is an embeddable widget that
The Katie Zepps Nursing Library has recently implemented a virtual
can be added to any web page. The widget
reference service using Meebo for its students, members and staff.
allows our users to chat with us without
Meebo is a free online messaging program which allows library staff
the need for having an instant messaging
to monitor multiple instant messaging accounts including Aim, Yahoo!,
account. See Figure 3.
MSN, Google Talk, ICQ or Jabber through one interface. See Figure 1
and Figure 2.
Figure 3. askkatiezepps Meebo me widget
What is virtual reference and instant messaging?
The American Reference and User Services Association (2004) describes “Virtual reference as a reference service which
is initiated electronically, often in real-time, where patrons employ computers or other internet technology to communicate
with reference staff, without being physically present. Communication channels used frequently in virtual
Figure 1. Meebo login screen
reference include IM client chat, videoconferencing, voice over IP, co-browsing, e-mail, and instant messaging”.
Instant messaging also known as IM is a text based form of online
communication which allows two or more users to type
Individual Third party client
messages back and forth synchronously. The software which
client or
Multi network client facilitates the communication is known as the IM client.
IM clients can either be accessed via the web or are
http://www.meebo.com Yahoo! Yahoo! downloadable free onto your desktop. IM clients can either
Meebo
work individually for example Yahoo! to Yahoo! or as
third party clients, also known as
multi network clients which allows
Google
Aim Yahoo! MSN ICQ Jabber users to log into many IM clients
talk
simultaneously for example Meebo.
Figure 4. Diagram of the difference between an individual client and a third party client.
(Davies, 2007. 153–154) See Figure 4.
Figure 2. Meebo screen and web address
Benefits Barriers
• Accessible • Internet has to be connected
Why IM? • No downloads • Sound has to be turned on
The virtual reference service was established • Free • Only one person can be logged in at a time
• Synchronous • IM to Phone – Not all questions can be answered
to provide our clients with additional means
• Easy to set up via IM
of contacting us no matter where they are
• Save chat logs • User identification – staff, members & students
located. Our clients only need access to the • No security issues only
internet and can identify whether or not we are
How to develop your virtual reference service using Meebo
online by checking the status of our Meebo me
1. Develop policies and procedures.
widget or our buddy name “askkatiezepps”. 2. Setup an account with one or more of the following instant messaging
clients including: Aim, Yahoo!, MSN, Google Talk, ICQ or Jabber.
See Figure 5 and Figure 6.
Figure 5.
3. Register for a free Meebo account.
askkatiezepps status
4. Embed Meebo me widget into your library website.
via Meebo me
5. Train staff.
Figure 6.
6. Promote your instant messaging service. Some examples could include:
askkatiezepps status
• Business cards • Orientations • E-mail signature
via IM client
• Icons on desktop • Website • Library handouts.
7. Evaluation.
Future developments
Meebo rooms is a new addition to the Meebo family which allows
multiple users to chat together simultaneously. The rooms can be
configured to be private or public and you can embed the room on
References
your website just like Meebo me. Meebo rooms allow you to invite
American Reference and Users Services Association (2004)
buddies, receive notifications and has a co-browsing window to view
Guidelines for implementing and maintaining virtual reference
videos and links. The possibilities are endless for libraries and might
services. Retrieved August 31, 2007 from http://www.ala.org/ala/rusa/
include using the rooms to collaborate with colleagues, clients, run
rusaprotools/referenceguide/virtrefguidelines.htm
meetings or hold group instruction. See Figure 7.
Davies, K. (2007). AskNow Instant Messaging: innovation in virtual
reference. The Australian Library Journal, 56(2), 152–174.
Figure 7. askkatiezepps Meebo room