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Texting-based Reference Service: Best Practices Suggestions

Texting-based Reference Service: Best Practices Suggestions. Lili Luo School of Library and Information Science San Jose State University. The 4th International m-Libraries conference. Do you own a cell phone?. Do you text on a regular basis?.

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Texting-based Reference Service: Best Practices Suggestions

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  1. Texting-based Reference Service: Best Practices Suggestions • LiliLuo • School of Library and Information Science • San Jose State University The 4th International m-Libraries conference

  2. Do you own a cell phone? Do you text on a regular basis?

  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. Ready reference questions – close to 70% • 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? • 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

  7. Top Ten Essential Text Reference Competencies

  8. Library User Perceptions I. • Key reasons for non-use: • Lack of awareness • Not texters • Information needs adequately met by receiving assistance from librarians via other venues like telephone, email reference or coming to the reference desk • Self-sufficient information seekers who are able to use library resources and other information resources independently • Lack of the knowledge of how to appropriately use the service • Privacy concerns

  9. Library User Perceptions II. • Users discover their library’s text reference service mostly from : • the library Website • a library staff member. • Users like the following aspects of text reference service: • It’s easy to use. • It’s convenient.  • It’s fast to get an answer. • It’s a comfortable communication venue.

  10. Implications for Best Practices Marketing User Satisfaction Training

  11. Questions/Comments?Lili.luo@sjsu.edu Image credits: http://tinyurl.com/8xjbkf5 http://tinyurl.com/mhquwx http://tinyurl.com/7pw7vpf http://tinyurl.com/7gvzy6v The 4th International m-Libraries conference

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