Text reference service: delivery, characteristics, and best practices

Self Cite

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.

Section: User-oriented Reference Evaluation Researchmentioning

confidence: 99%

Section: User-oriented Reference Evaluation Researchmentioning

confidence: 99%

Text a librarian: a look from the user perspective

Luo

2014

Self Cite

“…Luo (2011) discovered that participants at San Jose State University used SMS because they needed information immediately (55.6 per cent), wanted to see how the service worked (38.9 per cent), did not have Internet access (33.3 per cent) and needed help from…”

Section: Phone/sms Reference Servicementioning

confidence: 99%

“…• 93.5 per cent used their handheld mobile device to send or receive text messages; and • more BSU students owned a cell phone than use popular social networking sites, including Twitter and Facebook (EDUCAUSE Center for Applied Research, 2010). Luo (2011) discovered that participants at San Jose State University used SMS because they needed information immediately (55.6 per cent), wanted to see how the service worked (38.9 per cent), did not have Internet access (33.3 per cent) and needed help from…”

Section: Phone/sms Reference Servicementioning

confidence: 99%

Reference inquiries received through different channels

Baro

Efe

Oyeniran

2014

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.

“…As evidenced by the BSU ECAR survey results, the authors have found that SMS usage has increased since the time it was introduced in 2010. Luo (2011) reported that San Jose State University survey participants used SMS because they needed information immediately (55.6 percent), wanted to see how the service worked (38.9 percent), did not have internet access (33.3 percent), and needed help from a librarian (16.7 percent). In addition, 88.9 percent of the participants said RSR 40,3 they would be willing to use the service again (Luo, 2011).…”

Section: Sms Referencementioning

confidence: 99%

“It's research made easier!” SMS and chat reference perceptions

Ruppel

Vecchione

2012

Purpose -The purpose of this paper is to discover how college students perceive text messaging reference (SMS), chat reference, and face-to-face reference services. Design/methodology/approach -The authors administered surveys about chat, text messaging (SMS), and face-to-face reference to students enrolled in a one-credit library skills course. Survey results focus on users' willingness to return, their perceptions of chat and text messaging (SMS) reference, and the reasons they choose to utilize different communication mediums for reference service. Findings -College students value the availability of high-quality, quick, convenient, personalized reference assistance, regardless of medium used. Practical implications -Academic libraries can personalize reference services, but also need to offer ways for patrons to ask questions anonymously. Social implications -Robust communication contributes to the perceived usefulness and success of library reference services. Effective reference service provided at the point-of-need helps build positive student-librarian relationships. Originality/value -This study aims to contribute to reference services research by bringing new technology into consideration. It focuses on two technologies (chat and SMS reference) in light of another available method (in-person reference desk). This study is based on a 2002 study about patron perceptions of chat reference (Ruppel and Fagan), which is compared to the current study's results.