Texting-based Reference Service: Best Practices Suggestions

Lili LuoSchool 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?

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

Text A Librarian – how text reference works

• A collaborative text reference service

• Launched in July 2009

• Participated by over 20 libraries, including both public and academic libraries

A study to examine the practice of text reference (based on My Info Quest) -- Funded by IMLS

Ready reference questions – close to 70%

A sample of questions. What is the airspeed velocity of an unladen european

swallow? How do i get from the intersection austin st and pecan st to

1634 chestnut st in denton, TX? wut does comme d'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

Ability to compose answers to patrons' questions concisely, quickly, and accuratelyAbility to construct effective search strategies and skillfully search online information sourcesAbility to quickly evaluate information and determine the validity, credibility, and authoritativeness of sourcesKnowledge of information resources, especially online information resources

Ability to interpret patrons' information needs with limited context in text messagesGood communication skills, such as maintaining a friendly, respectful, helpful, and pleasant tone.Familiarity with the software/platform used to provide text reference serviceUnderstanding of text reference service policiesCustomer service skillsAbility to answer questions politely, intelligently, and professionally, even questions that might be judged inappropriate due to language or content

Top Ten Essential Text Reference Competencies

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

Library User Perceptions I.

Library User Perceptions II.

Users discover their library’s text reference service mostly from :

the library Websitea 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.

Implications for Best Practices

Marketing User Satisfaction Training

Questions/Comments?

Lili.luo@sjsu.edu

Image credits:http://tinyurl.com/8xjbkf5http://tinyurl.com/mhquwxhttp://tinyurl.com/7pw7vpfhttp://tinyurl.com/7gvzy6v

The 4th International m-Libraries conference