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Say what?: An SMS Transcript Analysis at New York University Second International m-Libraries Conference June 24, 2009. Background. New York University Research institution Large community Service Profile Reference portfolio Reference philosophy SMS model.

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  1. Say what?: An SMS Transcript Analysis at New York UniversitySecond International m-Libraries ConferenceJune 24, 2009

  2. Background New York University • Research institution • Large community Service Profile • Reference portfolio • Reference philosophy • SMS model

  3. SMS: observations and assumptions What do the transcripts tell us about: • Short and directional? • “Ready reference”? • Back and forth? • Near or far?

  4. Study methodology A few mechanics… • One year’s worth of data = 583 transactions • Port to blog • Format, clean and code for • Time elapsed • Time to first response • Number of messages

  5. Study methodology, cont. Other data collected: • Reference v. directional • Ready reference • In-building indicators • Unlimited texting proxy

  6. Discussion and results

  7. Discussion and results Numbers in brief: • Average time to first response = 241.26 mins • Average start to finish = 260.64 mins • Number of questions asked = 627 (1.08/trans)

  8. Discussion and results Reference v. directional • Using ARL definitions • Directional examples

  9. Directional question, example 1 [4:50 p.m.]User: When does bobst close tonight? [4:56 p.m.]Librarian:Lower levels 1&2 are open 24 hours, stacks floors are open til 1am, circulation desk open til 10:45. More info @http://library.nyu.edu/about/hours/spring.html

  10. Directional question, example 2 [9:47 p.m.] User: Hi! Do any computers at bobst carry ArcGIS software? Also is there access to the nyu Z drive or color printers?[11:43 p.m.] Librarian: Hey there, sorry for the delayed reply. All the computers in the pc labs on Lower Level 1 of Bobst have GIS plus the computers in the data service studio on the[11:46 p.m.] Librarian: 6th floor. Also, did you know that you can get a free 1 year subscription for GIS just by asking the folks who work in the Data Service Studio for a disc?[11:47 p.m.] User: Thanks![11:47 p.m.] Librarian: Did that answer your question? Let us know if we can help with anything else![11:52 p.m.] Librarian: Oh yeah... Not sure about the z drive situation but you can ask at the computer center down there on LL1 or on the 2nd floor in the digital studio. Sorry that[11:52 p.m.] Librarian: I don't know off the top of my head. Good night![11:53 p.m.] User: I think you got everything, thanks for following up and being so thorough! Good night!

  11. Discussion and results Reference v. directional • Using ARL definitions • Directional examples • Reference examples

  12. Reference question, example 1 [2:05 p.m.] User: Hello, I am a poly student. I have a NetID but I am quite confused by BobCat. How do I get access to online articles?[2:18 p.m.] Librarian: BobCat is good for finding books. To find articles on a topic, click on the "Articles via Databases" link on the library homepage http://library.nyu.edu ...[2:18 p.m.] Librarian: To get a particular article, search by journal title from the "E-journals, e-books, etc" link also on the library page. That will give you options for ...[2:18 p.m.] Librarian: electronic access. If there are no links to fulltext, click on the BobCat link to see print holdings. If we don't have it, interlibrary loan from main page.[2:20 p.m.] User:Sweet. Thank you very much[2:21 p.m.] Librarian: No problem! Let me know if you need a database recommendation for a particular subject.[2:23 p.m.] User: I'm actually writing a paper on sex in the last of shakespeares sonnets. I have no clue where to start searching.[2:30 p.m.] Librarian: Try Literature Online and the Shakespeare Collection. Both are in our A-Z list of databases. Also look athttp://www.worldshakesbib.org...[2:31 p.m.] Librarian:You can also email our librarian for literature for more help: Chad.Curtis@nyu.edu[2:33 p.m.] User:Will do. Thank you very much.

  13. Reference question, example 2 [7:22 p.m.] User: Hi how do I find the score for a particular performance[7:25 p.m.] Librarian: Hi, you can limit a search in Bobcat (library catalog) to scores only. http://www.bobcat.nyu.edu Format limit is in 1st drop-down menu.[7:27 p.m.] Librarian: Let me know if you'd like help searching. You can send me info about the score & I'll take a look.[7:32 p.m.] User: I need to find the score for "the seraglio" that was performed on november 21st 1827 at theatre royal, covent garden. It was printed and published by r.s[7:32 p.m.] User: .kirby, dramatic kepository in 1828[7:34 p.m.] Librarian: Ok, I'm searching now.[7:43 p.m.] Librarian: Ok, I'm giving you link to Bobcat record. We have this in microforms, on LL2. To see a few versions, in a few languages, you can search bobcat for: seraglio,[7:43 p.m.] Librarian:Opera, and Kirby. (just put in those 3 words, no need for "and"). Here's link: http://tinyurl.com/bldw4y[7:47 p.m.] Librarian: FYI, a different printing of this is available in our Classical Scores Library. You can download PDF of 1907 German version.[7:47 p.m.] User: Thank you[7:51 p.m.] Librarian:You're welcome, good luck w your research.

  14. Discussion and results Transaction behaviors • Averages texts per transaction: • Received = 1.79 • Sent = 2.02 • Total = 3.79 • “Back and forthing”

  15. “Back and forthing” example [11:35 a.m.] User: Hi is anyone there? I need help finding some articles.[1:07 p.m.] Librarian: Hi there, sorry for the delay. What kind of articles are you looking for? Specific ones, or on a topic?[1:26 p.m.] User: I have to pick a topic about adolescent development and go from there. Im thinking the tipic will be that allthough there are many changes (physically emotional[1:26 p.m.] User: ly, it has a lot to do with upbringing. So someone who was raised in a school with poor literacy, the effects will show in adolesecent year. I want to find arti[1:26 p.m.] User: cles that can prove or disprove this. I don't know how to organize this into a search[1:33 p.m.] Librarian: Ok, it sounds like you have a good sense of what you're looking for. I can recommend a few databases that should have relevant info. These are: ERIC, PsycInfo,[1:33 p.m.] Librarian: And Education Full Text. ERIC & Ed FT are both good for all aspects of education & PsycInfo will be good for development. All are available via library's web[1:33 p.m.] Librarian: Site:http://library.nyu.edu/collections/databases.html.I think it's good to begin with broad kw search & think about ways to narrow as you go along. Try these[1:33 p.m.] Librarian: Out, then let me know if there's more I can do. I can certainly email you w more specific search strategies. Good luck![1:35 p.m.] User: What's a broad kw[1:35 p.m.] Librarian: Sorry! I meant broad keyword searching, like adolescents and literacy, e.g.[1:37 p.m.] User: Yeah I already checked but its difficult. What can I type in beside the word adolescent to narrow my search?[1:38 p.m.] Librarian: One idea could be to think about different communities or areas, for example urban v. rural, just American. Also which aspects of development do you[1:38 p.m.] Librarian:Want to explore? Those are things that can help you focus topic.[1:58 p.m.] User: Ok thank u ill try it soon. Can I message u again if necessary[2:53 p.m.] Librarian: Of course! Text as much as you want/need. And if it's easier, we can always switch to email.

  16. Discussion and results Transaction behaviors • Averages texts per transaction: • Received = 1.79 • Sent = 2.02 • Total = 3.79 • “Back and forthing” • “Thank you proxy” • 169 = 29%

  17. Ready Reference example Return of ready reference? [6:31 p.m.] User: For a project i am studying a bronze scupture the met. It's a greenish blue color. Is that due to time? Did it rust in a way?[6:48 p.m.] Librarian: Rust is oxidized iron but the greenish blue you see is the oxidized bronze surface. This oxide layer protects the rest of the metal from corrosion. (wikipedia)[6:48 p.m.] User: Thank you • Unexpected use, not sure why

  18. Discussion and results Where are our users? • Some proportion in building • 50 confirmed

  19. In-library use, example [11:01 a.m.] User: I need this book-MT1 E435 1995 it is not on the shelf but Bobcat won't let me request it. Bobcat insists it is on the shelf. I have already looked thr[11:01 a.m.] User: u all the books on 2 that are waiting to be reshelved. Please help. Thx![11:08 a.m.] Librarian: Hi, it looks like this has a "reshelving" status, which means it was returned to the library very recently. May be still be at the circulation desk, I will check.[11:15 a.m.] Librarian: Hi, I found it! Are you still in library?[11:15 a.m.] User: Yes! THANK YOU!!![11:16 a.m.] User: Where r u?[11:18 a.m.] Librarian: I am on 2nd floor, in the center, near elevators.[11:19 a.m.] Librarian: Wearing pink turtleneck.

  20. Discussion and results Where are our users? • Some proportion in building • 50 confirmed • VR services ≠ distance user

  21. Implications Also noteworthy: • Time factor (immediacy) • Practice makes perfect • Conversations are welcome Opportunities: • Service improvements • Interlinking services

  22. Say what?: An SMS Transcript Analysis at NYU Thanks, Alexa PearceSMS Reference Guru, New York Universityalexa.pearce@nyu.edu Kara WhatleyHead, Coles Science Center, New York Universitykara.whatley@nyu.edu Scott CollardSocial Sciences Collections Coordinator, New York Universityscott.collard@nyu.edu

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