Reference in 160 Characters or Less: The Role of Text Messaging in Virtual Reference Services

Abstract

This study focuses on how and why academic library patrons choose text message reference, particularly when other mediums are available. Researchers evaluated three years of text reference data to assess the peak usage times, types of questions received, the number of unique and repeat users, and the complexity of questions. Our analysis of data shows that text reference can fill a role within virtual reference services. We further identify reasons why text message services have not seen greater use, including students' lack of awareness, limitations of the medium, and patron satisfaction with other modes of reference.

“Are You a Computer?” Opening Exchanges in Virtual Reference Shape the Potential for Teaching

“…Neither provided reference via SMS/text messaging for the period studied. 33 University 1 is private, doctoral level, and larger than University 2, which is public and master's level. Both universities are diverse, urban, multicampus institutions with a preponderance of commuter students (90% at University 1 and 100% at University 2).…”