InfoQuest: using text messaging to answer reference questions

Pope, Kitty; Peters, Tom; Bell, Lori

doi:10.1108/07419050911000571

Cited by 3 publications

(2 citation statements)

References 1 publication

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“…Among the various applications, text messaging is still the only universal mobile platform for the masses. It does not require special downloads, as it is already available on 98 percent of all cell phones (Pope et al, 2009). Although it is a widely used communication mechanism for cell phone users, SMS is far more than just a technology for teenage chat.…”

Section: Literature Reviewmentioning

confidence: 99%

SMS‐based content alert system: a case with Bundelkhand University Library, Jhansi

Jetty

Anbu

2013

New Library World

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Purpose -Short Message Service (SMS) is an application that is widely used by all types of mobile telephone users. Integration of these short messages for marketing different products and services has become a common practice in e-commerce. This study aims to look at how SMS-based mobile alerts can be effectively implemented in libraries for successfully marketing the library services and providing value-added services. This study seeks to follow-up an original pilot project conducted by the University of Swaziland and Emerald Group Publishing on SMS-based alert services for a smaller group of users on Emerald's Intouch platform. In this new study the authors aim to try the same project with a combination of multiple databases and a heterogeneous user groups on an independent platform. Design/methodology/approach -With the experiences gained from the UNISWA-Emerald pilot project on SMS alerts a similar project with a wider scope was attempted at Bundelkhand University, Jhansi, India, where an attempt was made to see whether a similar content alert system, based on the prototype suggested in the pilot project, can be effectively implemented using the same technology on an independent platform with a semi-automated system compared to the manual system of the pilot. The methodology, findings, data and the experience gained during the pilot project as well as the follow-up project are predominantly used in this paper. Findings -This study confirms that the prototype suggested in the pilot project can be implemented on an independent platform with multiple databases by using the same parameters. It proves that a successful SMS-based alert service similar to a SDI service can be implemented using the SMS messaging and have the potential to successfully market library services to its patrons. Research limitations/implications -This project is a second in the sequence where the authors have tried a heterogeneous user group and mobile alerts consists of the different databases subscribed to by the university library. The alerts were dependent on the effective e-mail-based alerts provided by the publishers. The keywords used were generalized and the users provided the keyword based on their personal needs. The major limitation was the manual transmission of the SMS, which needs to be automated with a script. Another limitation was the maximum size of SMS texts. Whenever the texts exceeded 140 characters, only hyperlinks were sent with the actual content being kept as a webpage in the server. Practical implications -This project can be implemented as it is since it generalizes the process of implementing a result-oriented SMS-based alert service. Originality/value -This study presents a method for implementing an SMS-based alert service in libraries. With the experiences gained in a series of practical environments the authors have attempted to document the practical experience, which can be implemented in its present form. With mobile alerts gaining prominence in library services and very little material are available on S...

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Section: Literature Reviewmentioning

confidence: 99%

SMS‐based content alert system: a case with Bundelkhand University Library, Jhansi

Jetty

Anbu

2013

New Library World

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“…Academic research is made easier for students when reference services are offered at the point-of-need, whether it is via the traditional reference desk, chat reference or short message service (SMS) reference (Granfield and Robertson, 2008). Librarians currently answer reference questions in a variety of modes: in-person, telephone, e-mail, instant messaging (IM) and Skype, in virtual worlds such as second life and via virtual reference software (Pope et al, 2009). A focus group study by Agosto et al (2009) on the future of reference and information services in a virtual world revealed that today's reference librarians must multitask on a nearly continual basis.…”

Section: Introductionmentioning

confidence: 99%

Reference inquiries received through different channels

Baro

Efe

Oyeniran

2014

Reference Services Review

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Purpose – This study aims to investigate the different channels reference librarians receive reference inquiries from patrons in university libraries in Nigeria. Design/methodology/approach – A questionnaire was used to collect data on the various channels through which reference librarians received reference inquiries in Nigerian university libraries. The questionnaire was administered using an online method. Findings – It emerged that the face-to-face traditional reference desk was rated as the highest channel through which librarians receive reference inquiries in Nigeria, followed by library Facebook page and phone/short message service (SMS). Instant messaging (IM) and e-mail were identified as the least used channels by the patrons. The challenges mentioned include the absence of policy statements concerning virtual reference services; the lack of information and communications technology (ICT) skills on the part of librarians; slow Internet connectivity; power failures; management’s lack of support for emerging technologies; IM’s limitations; user’s expectations of instant answer; inarticulate requests; and lack of adequate current reference materials. Research limitations/implications – The findings are from a small sample size; therefore, the findings may not be substantial enough to generalize. Further study is necessary to determine if these results are consistent throughout other university libraries in Nigeria. Originality/value – The findings will inform university libraries in developing countries that are planning to adopt virtual reference services to deliver reference services to users anywhere, anytime.

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Text Message Reference Service: Five Years Later

Stahr

2010

The Reference Librarian

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Sims Memorial Library of Southeastern Louisiana University was the first U. S. library to launch a text message reference service. The article describes the rationale, funding, implementation, results, and integration of the service into the Library's suite of branded "Ask A Librarian" reference services. Usage statistics and a breakdown of the types of questions are presented for the five-year history of the service.

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InfoQuest: using text messaging to answer reference questions

Cited by 3 publications

References 1 publication

SMS‐based content alert system: a case with Bundelkhand University Library, Jhansi

SMS‐based content alert system: a case with Bundelkhand University Library, Jhansi

Reference inquiries received through different channels

Text Message Reference Service: Five Years Later

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