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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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Table 5.1 IM/SMS System Requirements
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
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
Works on mobile devices
Support from vendor

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