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IM/SMS System Planning Checklist

IM/SMS System Planning Checklist

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From IM and SMS Reference Services for Libraries,
by Amanda Bielskas and Kathleen M. Dreyer. The TECH SET #19
From IM and SMS Reference Services for Libraries,
by Amanda Bielskas and Kathleen M. Dreyer. The TECH SET #19

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Published by: American Library Association on Apr 25, 2012
Copyright:Attribution Non-commercial

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03/11/2013

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Table 5.1 IM/SMS System Requirements
MusthaveShouldhaveNiceto
have
 
 
 
Queues & the ability to move between them
 
 
 
Reporting functions (statistics; must be exportable tocsv or tab)
 
 
 
Visible queues, status & assignment for all staff lookingat the data
 
 
 
Must work on network reliably
 
 
 
More than one librarian can access at a time
 
 
 
Works on common browsers & operating systems (forusers)
 
 
 
Ability to store data disassociating patron names/idsfrom content of questions
 
 
 
Archives and data must be stored on local server(s) orsecure vendor server
 
 
 
Can send clickable links
 
 
 
Supports patron authentication
 
 
 
Scalability
 
 
 
Customizable user interface
 
 
 
 
If it’s a commercial product,
has good customer servicereputation & support
 
 
 
Individual identifier for each transaction
 
 
 
Transaction logs must be searchable (keywords)
 
 
 
Email transcript to user option
 
 
 
Tagging (categorization) by staff
 
 
 
Librarian to librarian interactions possible
 
 
 
Can handle IMs from commercial providers (e.g.,GoogleTalk, AOL, etc.)
 
 
 
Can send messages to cell phones & other devices
 
 
 
Can send images & files
 
 
 
Capable of easily transferring a query from one
 
librarian to another
 
 
 
Functional from reference desks
 
 
 
Does not require librarian to be on the local network(available from anywhere)
 
 
 
Good documentation
 
 
 
Works with text messaging systems (or includes it)
 
 
 
Has canned answers available automatically
 
 
 
Spell-check
 
 
 
Works on mobile devices
 
 
 
Support from vendor

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