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Best Practices of Text Reference Service: A Synergistic View

Best Practices of Text Reference Service: A Synergistic View. Lili Luo School of Library and Information Science San Jose State University. Do you own a cell phone? A. Yes B. No.

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Best Practices of Text Reference Service: A Synergistic View

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  1. Best Practices of Text Reference Service: A Synergistic View • LiliLuo • School of Library and Information Science • San Jose State University

  2. Do you own a cell phone?A. YesB. No Do you text?A. More than 50 messages/dayB. 21-50 messages/dayC. Less than 20 messages/dayD. I don’t text at all.

  3. According to the Pew Internet & American Life Project: • In 2011, 83% of American adults own mobile phones and 73% send and receive text messages. • Young adults are the most frequent texters – mobile phone owners between the ages of 18 and 24 exchange a daily average of 109.5 messages

  4. Text A Librarian – how text reference works

  5. A study to examine the practice of text reference (based on My Info Quest) -- Funded by IMLS • A collaborative text reference service • Launched in July 2009 • Participated by over 20 libraries, including both public and academic libraries

  6. Text Reference Question Types

  7. A sample of questions. • What is the airspeed velocity of an unladeneuropean swallow? • How do i get from the intersection austinst and pecan st to 1634 chestnut st in denton, TX? • wut does commed'habitude mean in French • what is the weather forecast for portland, oregon? • What is the recipe for coca cola cake? • Can I contract an STD from having intercourse with my female doberman pinscher? • What is the reason for each country having its own currency? • What is a good book about 17th century warships? • Why are so manny players in the world

  8. A synergistic view Librarian perspective identifying the competencies requisite for providing text reference service User perspective examining library patrons’ use and non-use of text reference service

  9. Librarian Perspective

  10. User Perspective • A survey was conducted among library users. • Among the 303 respondents, 255 (84.2%) never used the text reference service provided by their library, and 48 (15.8%) did. • For those who had not used the service, they were asked about their interest in using the service in the future: • 58.2% -- “Maybe”, depending on whether they have the need or not; • 23.7% -- “No” • 18.1% -- “Yes”.

  11. Reasons for non-use: • 59.8% -- were not aware of it • 22.5% -- were not texters • 22.5% -- considered their information needs adequately met by receiving assistance from librarians via other venues like telephone, email reference or coming to the reference desk • 15.7% -- generally did not ask librarians for help because they were self-sufficient information seekers and they were able to use library resources and other information resources independently • In addition, some lack the knowledge of how to appropriately use the service, and some had unpleasant experience with librarians that makes them reluctant to use text reference service.

  12. Views from the users: Users indicated a high level of satisfaction - on a five point Likert scale (1 being not satisfied at all, and 5 being very satisfied), 87.6% selected “4” or “5”.

  13. Implications for Best Practices Marketing User Satisfaction Training

  14. Questions/Comments?Lili.luo@sjsu.edu Image credits: http://tinyurl.com/8xjbkf5 http://tinyurl.com/mhquwx http://tinyurl.com/7pw7vpf http://tinyurl.com/7gvzy6v

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