SMS reference: myths, markers, and modalities

Abstract

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.

Not dead yet! A longitudinal study of query type and ready reference accuracy in live chat and IM reference

“…As VRS have become more pervasive, it is increasingly vital to have research-based guidelines for service excellence. An emerging opportunity for reference has been created as library applications are becoming more common and allow mobile access to VRS modes, including chat, IM, and short message service (texting) (Pearce, Collard, & Whatley, 2010). According to the Pew Internet and American Life Project, nearly half of American adults (Smith, 2012), and almost a third of teenagers aged 14 to 17 own smartphones (Lenhart, 2012).…”

Factors impacting library-related uses of mobile phones by students in public universities in Malawi

“…The study did not investigate factors responsible for the disparities in usage observed. However, previous studies have shown that patrons prefer face-to-face reference compared to help via mobile phones, particularly SMS, because this type of reference service lacks sophistication and is dogged by delays in response times (Murray 2010, Pearce, Collard & Whatley 2010. Moreover, lack of knowledge of the existence of these resources and services could be a factor.…”

Texting 4 Answers

“…In this study, Pearce et al focus on a number of transactional variables. 14 They report an average of 3.79 messages in each transaction, and find that transactions dealing with reference questions tend to be lengthier than others. 15 About 61 percent of the lengthier transactions receive a thank you note from patrons.…”