Jaclyn McKewan, Virtual Services and Training Librarian at the Western New York Library Resources Council in Buffalo writes:”People not picking up instant messages is continuing to be a problem, so I created a 7-minute Camtasia video that shows people what to do when they get that message on the screen saying “New IM has arrived.” It covers receiving the message, sending, and a bit of info on transferring patrons. I originally created it for our Ask Us 24/7 librarians, but figured that everyone else may find it useful as well”
Actually Jaclyn is being very modest regarding her efforts. As important as the Instant Messaging component is it is only a small part of this fine resource that she has created. Areas covered include receiving and sending instant messages (IM), finding articles online, finding books online, reference sources, and search techniques. It is a multi-featured resource, useful to all librarians (both experienced and inexperienced) involved in any type of virtual reference and research. After reviewing her material I contacted Jaclyn and am posting it here with her permission.