IRC For Staff Communication
by eby
With multiple branches, buildings and tech support that can often be anywhere working on problems, there is a need for an easy way of communication.
At AADL this is currently an inhouse IRC server with channels for various groups of staff. A webclient is provided for those who only have a browser or need an easy way to sign on. This allows staff to have easy communication with each other with a low barrier. Here's some of the things I've seen:
- Troubleshooting problems with phone lines (can't reach branch, multiple people test)
- Help with patron questions
- Sharing knowledge about library events and information
There is also a bot that announces when helpdesk issues are reporting (allowing staff to know the problem is happening) and gives some utilities for looking up information on various in-house things.
Granted IRC may be a bit more infrastructure that some care to install, but there are other options. A library may look into using Meebo rooms or Campfire. While IM and Email serve their purposes, there is something about a "chat room" or channel that gives a kind of continuing converstation and immediacy that breaks down the distance between locations. Suddenly everyone is connected.
Some other tips include having people append their location such as the branch to their name. I would be Eby[ne] if I was at the Northeast branch. This allows others in the room to know who exactly is present and who to send any specific questions to. I also use [d] for desk and [h] for home (since we work from all over).
Regardless what option you choose if you have multiple locations think about different ways they can communicate in real time. I hadn't thought of it before but now that I see it in use I think it makes a huge difference.
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