Text Messaging in an Academic Library: Integrating SMS into Digital Reference

ABSTRACT

In spring 2005, Sims Memorial Library at Southeastern Louisiana University initiated “Text A Librarian,” a service that enables Southeastern students, faculty, and staff to use the text message feature of their cell phones to send questions to and receive answers from the library. Librarians at Sims use a dedicated text messaging telephone number and “e-mail/SMS” conversion software, provided by Altarama Systems and Services, to send and receive text messages.     

Mobile phone text messaging use among university librarians of Lahore city

Short Message Service (SMS) has become a cheap and popular source of communication in today's society. The present study examines the mobile phone text messaging patterns of 96 university librarians from 29 public and private universities in Lahore, Pakistan. Data were collected through a survey questionnaire. Results indicate that university librarians use SMS tools, but do not prefer this technology as a means of communication through phone or e-mail. A majority of librarians use SMS to connect with friends/relatives or for entertainment purposes. They rarely use SMS to communicate with library users, professional colleagues, or administration.     

Simplifying Electronic Reference

ABSTRACT

Utah State University has successfully implemented a service that incorporates e-mail reference and an appointment-based model. The advantages of the Term Paper & Research Assistance service are reviewed. The program incorporates a great deal of flexibility for the participating librarians and the clients they serve and eliminates the need for a “coordinator.” Use statistics and positive student feedback have underscored the service's potential for future growth.     

The Problem Patron and the Academic Library Web Site as Virtual Reference Desk

Summary

Emerging technologies continue to offer librarians new opportunities to improve user services. Comment and query links on some library web pages are absorbing a significant share of the customer service workload previously handled by traditional reference desks. Fa miliar types of patron problems of course continue to crop up at the “vir tual reference desk.” New and different aspects of patron problems also appear. Originating with the experiences of a research university li brary's web group in dealing with incoming user messages, this study examines the challenges as well as advantages of dealing with “problem patron” phenomena in a virtual environment.     

基于短信和邮件的图书馆参考咨询服务系统的设计与实现

随着数字图书馆的快速发展及用户对图书馆服务多样性和时效性要求的提高,参考咨询服务也进入了快速发展的时期。文章以JAVA EE开发的手机短信结合电子邮件的参考咨询服务系统为例,详细阐述了该系统的设计方案和实现过程。     

手机媒介传播路径的消解与重构——短信群发的传播学解读

本文以手机短信群发这一新兴传播形式为出发点,分别从传播者、传播渠道、传播内容、传播效果等角度,解读手机短信群发的传播特点,展现群发短信传播方式对手机媒介传续传播方式的突破。同时,指出手机短信群发的传播形式中存在的问题,为手机媒介的良性发展提供借鉴。     

E-Mail Reference

Summary

This article begins by summarizing national findings of e-mail reference services in academic and public libraries. It next describes types of e-mail reference services as well as commonalities, differences, appearance of the question form, audience, and turnaround time for selected Colorado libraries. The article then focuses on giving a detailed overview and analysis of two years of Colorado State University's e-mail reference experiences. The number, type of question, who/where the questions come from, and to whom the questions are sent are examined. The unexpected uses of the service are identified. Lastly, broader issues to do with e-mail reference services are discussed. This article is based on a presentation given at the Internet Librarian2000 conference.     

The University of Texas at Arlington's Virtual Reference Service

Abstract

The University of Texas at Arlington's Library began using an online chat reference in 2002. The service, called Collaborative Digital Reference Service, later became “Ask a Librarian.” Slightly over one year later, the library joined the University of Texas System's “Ask a Librarian” service. Both services are powered by software suite called QuestionPoint. In May 2003 and May 2004, the library's reference staff shared their views towards this new reference tool by completing a questionnaire. Statistics and staff members' responses are analyzed in this study.     

E-Mail Reference as Substitute for Library Receptionist

SUMMARY

The authors explore the historical development of e-mail reference services in general, and report on the evolution of this service in their own library. Based on evidence from their own service and from reports in the literature, they propose a connection between e-mail reference service and broader library services including circulation, interlibrary loan, and even acquisitions, through which the reference librarian receives questions traditionally directed elsewhere. The e-ref button presents an unexpected avenue of librarian-to-librarian communication, both within and beyond one's home institution. Implications are discussed.     

Usage and User Analysis of a Real-Time Digital Reference Service

Summary

This paper presents the results of a use analysis and the results of a user survey of Bowling Green State University Libraries' “Chat with a Librarian” service for the academic year 2001-2002. When appropriate, the results are compared with the results of other libraries' services. Information examined includes when and from where users ask questions via the services, how users find out about the service, and what types of questions the users ask, the status and affiliation of the users, and user satisfaction with the service. Most of this information can be compared to findings from at least one other academic library's study of a somewhat similar service. With a few exceptions, the findings are similar from service to service.     

E-Mail Reference Evaluation

Abstract

E-mail reference has been utilized as a reference tool in academic libraries since the early 1980s. Today it is one of the most common media for providing digital reference service. An important aspect of providing any service is evaluating users' satisfaction levels with that service. Users of the Ask-A-Librarian e-mail reference service at a large academic library over a ten-month period voluntarily completed a seven item web-based questionnaire. The results indicated that the majority of respondents were satisfied with Ask-A-Librarian overall. This paper discusses how the library used the survey results to improve the existing service, and to implement a new one-chat reference. Reference service providers should not only ask users for feedback on existing services, but also should include them in the planning and design phase of new services. In doing so, they demonstrate their commitment to providing adequate and appropriate services to their patron community, and ultimately can save their institutions time and expense.     

The Nuts,Bolts, and Teaching Opportunities of Real-Time Reference

ABSTRACT

Since the implementation of its instant messaging reference service in the 2000-2001 academic year, the librarians at the University at Buffalo (UB) have succeeded in creating a vital presence for virtual reference. The Instant Librarian chat service, open 57 hours per week during the fall and spring semesters, supplements the traditional face-to-face and e-mail reference services available at UB. Real-time reference using AOL Instant Messenger addresses the expectations of a well-informed population of UB users comfortable with the conveniences enjoyed via the Internet, such as file sharing and instant messaging. Librarians at UB use Instant Librarian to their advantage by employing active learning techniques, while answering both simple and complex questions. A chat session is a unique way to reach a patron who normally would not come into the library for help. In the chatroom, the librarian creates a positive teaching environment, prompting repeat visits and even in-person follow-up research consultations. This paper describes the nuts and bolts of UB's chat reference service and illustrates ways UB librarians attempt to incorporate teaching strategies within the online environment. The first section discusses issues such as staff training, technology/software problems, marketing/publicity matters, and the methodology and purpose of a user survey. The second section addresses the instruction element of UB's Instant Librarian. Librarians take advantage of the online environment to promote self-directed learning. The paper also includes a literature review highlighting published articles, books, and surveys that examine the significant facets of a real-time reference service.     

Another Lane on the Information Highway? A Case Study of Experimenting with Text Message Reference

This article examines the process of researching, adapting, and implementing a text message reference service and the conclusions reached after nearly 10 months of continuous service. This experiment involved a single BlackBerry passed in a rotating schedule among librarians to gauge student interest in a text reference service. Although implementing this service allowed the library to be at the technological forefront, this is a service that would be better provided via a software interface. Furthermore, the text message reference service needed a stronger marketing campaign to make students aware of this option.     

Reference Services for All: How to Support Reference Service to Clients with Disabilities

Summary

Ideally, when clients come in to the library, reference staff should be able to focus on their information needs and not be distracted by the disability. Questions like “How will he get into the building?”, “How can she use the catalogue?” and others, become important because they indicate barriers to the use of the library by persons with disabilities. If these are not addressed on an organizational level, they affect the individual with the disability, the service provider, i.e., the reference librarian, and the quality of the service provided.     

Developing an Internet Site for School Business Officials

Abstract

An external user and an academic business reference librarian collaborated to identify useful Internet resources for members of the Association of School Business Officials (ASBO). The patron provided computer skills and knowledge of the information needs of school business officials. The librarian provided knowledge of resources and access to the Internet. This service commitment to an “outsider” who was not part of the primary user population directly improved the librarian' s working relationships with her primary user population and improved her ability to serve her professional association. She also gained understanding of the information needs and changing role of school business officials. This paper describes the collaborative effort and the results, and focuses on the development process used to create an Internet site.     

图书馆个性化信息推送系统

现有的图书馆个性化推送服务还处于被动阶段,将数据挖掘技术整合入信息推送服务前端流程,可以改进图书馆的个性化信息推送服务.此系统能挖掘出用户的潜在需求,同时结合手机短消息的信息推送方式,主动推送用户需要的信息.通过用户个性化需求模型的建立、用户需求信息的匹配,和短信服务平台,数据挖掘可以与手机短信的信息推送模式整合,共同促进图书馆信息服务.     

Scheduling Technical Services Staff at the Reference Desk

Summary

New reference desk staffing configurations are required as reference service evolves from locating in-library resources to using and teaching the use of electronic resources. The tangible and intangible benefits achieved by scheduling technical services staff to assist at the reference desk are discussed. Intangible benefits include improved library service due to technical services staff expertise, and greater flexibility for reference desk staffing. The reference staff can also learn more about the automated library system and current processing initiatives from their technical services colleagues. Technical services staff benefits from seeing the results of their work in a public services setting and experiencing the satisfaction of helping users locate needed information. A stronger sense of library service is instilled in the “back room.” Technical services staff will also enjoy more challenge, opportunity, and variety in their work. Some tangible benefits realized at the University of Minnesota's Bio-Medical Library, which are directly related to the scheduling of technical services staff at the reference desk, are also briefly described.     

When Off-Campus Means Virtual Campus: The Academic Library in Second Life

ABSTRACT

This article discusses how a library's consistent policy of accessibility and foresight positioned itself to serve its students, faculty and staff in the virtual world of Second Life. Always ahead of the technological curve, this library has been the front-runner in providing services to distance learners via text messaging, “chat,” e-mail, and telephone services and via its laptop librarian project across the campus. It now is poised and ready to provide service in Second Life. Collaboration between the library and teaching faculty culminated in the creation, development, and furnishing of a library in Second Life, an environment that gives new meaning to “off-campus” learning. Without marketing, but as a visible presence, the Second Life library was able to attract both off-campus guests and affiliated students and faculty and even participated in campus-wide projects. This experiment has enjoyed the support of both the university and library administration.