Week 5: Synchronous and asynchronous communication tools

Many libraries provide instant messaging and VoIP reference services, how would you feel about communicating with patrons this way? Do you think users would have different service expectations when then use these tools?

Instant messaging (IM) is a type of communication service. It allows users to create and communicate within a private chat room over the internet in realtime. IM also enables the creation of a two-way, near-synchronous and lifelike communication channel that is highly interactive in both social and work environments (Ou, & Carol, 2010). It is text based and the system providing the instant messaging usually alerts users whenever a user is online or whenever a user interacts with another user. However, when using instant messaging, users can share files, photos and videos and also make voice calls for a quicker form of communication. The addition of emoticons can also help users interpret measures in a more positive way to ensure a positive communication between users. Emoticons are used online to covey intonation or voice inflection, bodily gestures and emotion behind statements that might otherwise be misinterpreted (Wisegeek, n.d.). An example of social networks that utilize instant messaging are Windows Live Messenger and Facebook.

I have experienced using instant messaging to communicate with a library in order to find out about how to find information. In a previous subject I communicate with the State Library of Queensland in order to retrieve information on how to find a particular resource. The difference between searching for information through a reference librarian with instant messaging and physically is the experience. Users using instant messaging to communicate with a reference librarian may feel as if the reference librarian is less attentive due to the lack of their physical presence or the time it takes for their correspondence. With this said, guidelines may  have to be put into place for librarians using the service. Users may feel as if there is a less form of personal communication with librarians when using instant messaging.

Voice communication has become an addition to one of many forms of communication. It used to be the primary form, however in recent times, adding a way to communicate via voice has become a general function for many social networking applications such as Skype. This points to a synchronous mode of communication (Jaokar & Sharma, 2010). Nevertheless, with the addition of VOIP services, the experience of communication between users and librarians is greatly enhanced and can leave the user returning to the experience in the future.

References

Jaokar, A. & Sharma, C. (2010). Mobile VOIP - approaching thetipping point. Retrieved from http://www.futuretext.com/downloads/mobile_voip.pdf.

Ou, Carol, X.J. (2010). The Impact of Instant Messaging in the workplace. AMCIS 2010 Proceedings.Paper136.  Retrieved from http://aisel.aisnet.org/cgi/viewcontent.cgi?article=1139&context=amcis2010.

Wisegeek. (n.d.). What are emoticons. Retrieved from http://www.wisegeek.com/what-are-emoticons.htm.