Thursday 14th September

Introducing SMS Text Messaging:A Case Study from Learning Services, Edge Hill University

Helen JamiesonLending Services Manager

Helen CarberryInformation Assistant

Presentation overview

• Introduction

• Context: Learning Services

• Why SMS?

• The project - our approach

• Where are we now?

•Challenges

Context: Learning ServicesContext: Learning Services

•Converged Service – including ‘Library’ and IT, Study Skills, E Learning, Media Services

•Recently awarded University Status

•Charter Mark certification, focus on customer care

•Went live with Millennium on July 12th 2005

•Extra’s? – ERM package, Web Bridge, Telephone renewals, Copyright and Access, Inter Library Loans, Full self issue and return

ContextWhy SMS?

•From a customer perspective…..

Choice, Ease of use, Convenient, Using modern technology

•From a Service perspective…..

Added value service, Giving users what they want, Using Millennium to full capacity

The project – our approach

Project group set up (November 2005)

Remit – To investigate the demand for a text messaging service (for sending library notices) and to investigate implementation.

BETA testing for Innovative

The project – our approach

Action plan:

•Survey to investigate demand (Jan 2006)

•Identification of ‘heavy library users’ across the board – targeted for the pilot (Feb 2006). •Investigation of cost implications•‘System’ issues – (auto-notices etc)•Pilot (students and staff) (March 2006 – Sept 2006) with specific information about what this would mean

The project – our approach

•Gather feedback from pilot group feedback via questionnaire

•Re-assessment of library policy in terms of communication

•Roll out – Sept/Oct 2006. Academic Registry to collect mobile numbers at registration so we have this information – students can then ‘opt in’

•Marketing – promote at fresher’s fair, publicity within the University and off-site

•Evaluation

ContextWhere are we now?

•Process of gathering feedback from the pilot – assessing and evaluating this information

•Working on guidelines for changes in policy

•Preparing for roll out for Sept/Oct-asking people to ‘opt in’

•Preparing guidelines for the users who want to ‘opt in’• Training front line staff•Marketing – publicity/fresher’s fair in association with Services marketing group

Initial responses to the pilot….

•“I found the service extremely useful, especially during my teaching practice when I wasn't able to access the library catalogue or my emails. Hope it continues next year”

•“Some of text speak was slightly confusing”

•“I received a text while I was on holiday in Italy. I thought it was very impressive!”

•“I thought the text speak was ok but a bit confusing sometimes”

Challenges…!!!

• Auto notices – SMS not working with auto notices

• How do we know notices are being received?

• Timing of notices • Replying to notices?• Student’s changing minds! And

numbers!• Text of notices….

Example text of notices…

Items u have out are due back in 2 days. Return to avoid fines or ring to renew 01695 584333 24/7. Any probs call 01695 584286

Contact Details

Helen JamiesonLending Services Managerjamiesoh@edgehill.ac.uk

Helen CarberryInformation Assistantcarberrh@edgehill.ac.uk

Maureen RichardsonElectronic Resources Managerrichardm@edgehill.ac.uk

Any questions….?