One challenge in small and medium-sized work environments is maintaining a team environment when there are few overlapping areas of responsibility. The division of labor allows libraries and archives to accomplish a lot with a small dedicated staff, but can encourage information silos and limit teamwork. However, the implementation of an internal messaging application is one way to improve communication and collaboration within libraries and archives. My experience is with implementing the messaging application HipChat in 2016 then transitioning to Slack in early 2017. Several useful features stood out during the implementation process.
Essential Features
- User mentions (@jane)
- Emoticon reactions
- Flexible messaging options including direct and group messaging
- Ability to edit messages
- Integration of third party applications
- Web-based application with corresponding desktop and mobile applications
A messaging application reduces email and allows for conversations to happen more quickly. One advantage is the ability to organize conversations into channels for a specific purpose or project. One of the most useful features is having a channel dedicated to library-wide updates such as an event or schedule changes. Co-workers can simply acknowledge these type of posts with a reaction such as a thumbs up. This feature effectively reduces email traffic to more formal and essential communications such as reference questions and updates on organizational policy. A good overview of the currently available messaging applications is available from PC magazine.
Outcomes
In general, the implementation of this type of application has increased a feeling of connectedness among the staff. While it is difficult to measure the qualitative impact, the number of messages sent has increased from the first year of implementation to the second year.
Messages sent February 8 to December 17
- 3,772 messages sent in 2017
- 4,053 messages sent in 2018
These numbers show steady usage of the messaging application. The addition of a messaging application has made requests for feedback and internal information dissemination much easier and more conversational. The application most significantly supports the sharing of resources from the wiki tying the collaborative applications together.