Text 4 answers: a collaborative service model

Abstract

Purpose -This study seeks to identify the benefits, challenges and effective methods of implementing and managing a collaborative text reference service. Design/methodology/approach -The study employs the case study approach to examine the practice of the first nation-wide collaborative text reference service My Info Quest and evaluate the effectiveness of the organization and operation of this collaboration. Findings -Findings of the study indicate that librarians participating in My Info Quest are generally satisfied with the service organization and operation. However, more work is needed in the area of schedule accountability, communication and sustainability. Originality/value -My Info Quest is the first collaborative text reference service in the nation. Through the detailed depiction and evaluation of My Info Quest's experience, the paper can help interested libraries to gain a better understanding of how to establish a collaborative text reference service and what challenges they will be facing.

Using mobile technologies for social media based library services at the University of Development Studies Library, Ghana

“… Short Message Service (SMS) is also being used by libraries to provide speedy notifications to their clients. With the use of the SMS notification system libraries provide their clients with access to quick news announcements and fast responses to general queries (Luo and Bell, 2010).…”

Text a librarian: a look from the user perspective

“…MIQ was launched in July 2009, and by the time of the study, it had been in operation for two years. Detailed information about MIQ's participants and service model can be found at: http://myinfoquest.info, and discussion about MIQ's experience and lessons learned can be found in published articles (Luo and Bell, 2010;Jensen, 2010;Avery et al, 2010;Luo and Weak, 2012).…”

“…Because of the relatively nascent nature of text reference service, there has not been much literature on its evaluation from the user perspective. Most of the text reference literature focus on how the service is established and managed, what kinds of questions are answered, and how librarians think of it (Giles and Grey- Smith, 2005;Hill et al, 2007;Herman, 2007;Profit, 2008;Kohl and Keating, 2009;Weimer, 2010;Pearce, 2010;Jensen, 2010;Stahr, 2009Stahr, , 2011Cole and Krkoska, 2011;Luo and Bell, 2010;Avery et al, 2010;Weak, 2011, 2012;Luo, 2011Luo, , 2012Brooks and Zubarev, 2012;Vecchione and Ruppel, 2012). A few studies, when reporting individual libraries' experience of implementing text reference service, briefly discussed users' view of the service.…”

Référence virtuelle, clavardage et messagerie instantanée : compétences requises et rôle éducatif du bibliothécaire

“…Toutefois, nous avons constaté que la littérature francophone (québé-coise) des cinq dernières années traite peu de la réfé-rence par clavardage. On trouve quelques articles décri-vant l'implantation d'un service (Perreault et Tardif 2007) ou les nouveaux modèles de services de référence (Accart 2011 (Connaway et Radford 2010 ;Luo 2008b) ; de l'évaluation de la qualité à travers un consortium (Meert et Given 2009) ou du réseau collaboratif de réfé-rence (Luo et Bell 2010 ;Powers et al 2010 ;Luo et Weak 2012). Plusieurs auteurs s'intéressent à l'aspect technologique.…”