Say what? An SMS transcript analysis at New York University

Self Cite

Purpose -This paper seeks to create an empirical framework for SMS reference services so that libraries may develop a greater understanding of how this service operates and how it may be improved. Design/methodology/approach -The paper conducted a quantitative analysis of 577 SMS transactions, representing 628 reference questions, received during the 2008-2009 academic year. Each transaction was coded by type of question, transaction length in messages or "events," and transaction duration in time. Findings -SMS transactions exhibit a higher than expected degree of variability in total number of events, duration and content. Overall, duration of transaction averaged 4.34 hours, and number of events per transaction averaged 3.79. Calculating separately for those transactions that contained a reference query -which comprises 40 percent of the total questions received -noticeably altered the results. The duration of reference queries averaged 4.85 hours, while the number of events averaged 4.65. Where reference queries occurred there was a high incidence of user expressions of gratitude, regardless of duration or number of events exchanged. These results support the conclusion that users do not expect a purely synchronous service, though faster response time and thoroughness of answer do show a relationship with higher user satisfaction. Originality/value -Many of the findings of the study challenge currently held assumptions and impressions regarding the nature and potential of SMS reference services in academic libraries.

Section: Literature Reviewmentioning

confidence: 97%

Section: Literature Reviewmentioning

confidence: 99%

SMS reference: myths, markers, and modalities

Pearce

Collard

Whatley

2010

Self Cite

“…In order to make text reference service known to library users and encourage them to use the service, active marketing campaigns need to be implemented. Currently, the marketing efforts documented in the literature were targeting academic library users, primarily students, faculty and staff (Hill et al, 2007;Kohl and Keating, 2009;Pearce et al, 2009). Some common outreach activities are listed below, and public libraries may also consider these strategies and tailor them to their user community:…”

Section: Discussionmentioning

confidence: 99%

“…For example, text reference service may be available beyond regular library hours, at least when provided as a collaborative effort among multiple libraries like MIQ. People who experience social anxiety usually prefer socially interactive technologies over interacting face to face (Pearce et al, 2009), and texting constitutes a less intimidating alternative for them to seek help from librarians. The convenience of text reference not only allows them to remotely communicate with a librarian without the hassle of accessing an internet-connected computer, but also enables them to save the received information for future references.…”

Section: Discussionmentioning

confidence: 99%

Text a librarian: a look from the user perspective

Luo

2014

Purpose – The aim of this paper is to provide an in-depth examination of the use and non-use of text reference service among library users, seeking to evaluate the service from library users' perspective and hence enhance the professional understanding of the best practices of text reference service. Design/methodology/approach – A survey study was conducted among library users, examining user demographics, user's texting behavior, user awareness of text reference service, and users' use or non-use of the service. Findings – Findings suggest that the majority of library users have not used the service and their non-use is primarily attributed to their lack of awareness. Users who have used the service report a high degree of satisfaction and appreciate the convenience, ease of use and speediness of the service. Practical implications – The paper helps interested libraries develop an enriched view of texting's affordance as a reference service venue and thus make more informed decisions in successfully implementing the service. Originality/value – Text reference is the most recent reference development and it does not have a large body of literature. Current reports are primarily of a single library's experience and rarely investigate users' experience with text reference service. This paper fills the void in the literature by presenting a thorough study of text reference service from the user's point-of-view.

“…library hours, circulation, behavior complaints, database, and remote access) (Stahr, 2011). Pearce et al (2009Pearce et al ( , 2010 found that people often texted the library from within the library, frequently including information about exactly where they were. It is surmised that many users prefer to communicate via text even when other options for seeking assistance are available.…”

Section: Question Typesmentioning

confidence: 99%

Text reference service: delivery, characteristics, and best practices

Luo

2011

Purpose -The purpose of this paper is to present a detailed depiction of the text reference environment and its affordance, and suggest strategies to help librarians adhere to the Reference and User Services Association (RUSA) behavioral guidelines in text reference service. Design/methodology/approach -The author reviews the current text reference literature as well as conducts qualitative and quantitative analysis of reference services provided by My Info Quest, the USA's first collaborative text reference service. Findings -Two models of text reference service are uncovered: mobile device based and computer application based. The considerations for developing a service are primarily defined as relating to budget, staffing, and usability. Text reference is characterized as somewhere between synchronous and asynchronous, increasing in volume, and mostly concerned with short, straightforward questions and answers. These factors all influence adherence to RUSA guidelines for behavioral performance of reference librarians, but are not insurmountable. Research limitations/implications -More research is needed to better understand user experience with text reference service. Practical implications -This paper provides ideas to help libraries effectively establish text reference service. Originality/value -The paper presents a detailed set of considerations for libraries that are considering launching text reference service. It also outlines behavioral expectations for librarians providing that service.