Best Practices Suggestions

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3 Νοε 2013 (πριν από 3 χρόνια και 5 μήνες)

60 εμφανίσεις

Texting
-
based Reference Service:
Best Practices Suggestions

Lili

Luo

School of Library and Information Science

San Jose State University



The 4th International m
-
Libraries conference


Do you own a cell phone?



Do you text on a regular basis?



According to the Pew Internet & American
Life Project:



In 2011, 83% of American adults own mobile
phones and 73% send and receive text
messages.



Young adults are the most frequent
texters



mobile phone owners between the ages of 18
and 24 exchange a daily average of 109.5
messages

Text A Librarian


how text reference works


A collaborative text
reference service


Launched in July 2009


Participated by over 20
libraries, including both
public and academic
libraries

A study to examine the practice of text reference
(based on My Info Quest)
--

Funded by IMLS

Ready reference questions


close to 70%


A sample of questions
.


What is the airspeed velocity of an
unladen

european

swallow?


How do
i

get from the intersection
austin

st

and pecan
st

to 1634
chestnut
st

in
denton
, TX?


wut

does
comme

d'habitude

mean in French


what is the weather forecast for
portland
,
oregon
?


What is the recipe for coca cola cake?


What is the reason for each country having its own currency?


What is a good book about 17th century warships?


Why are so
manny

players in the world









Ability to compose answers to patrons' questions concisely, quickly, and accurately

Ability to construct effective search strategies and skillfully search online information
sources

Ability to quickly evaluate information and determine the validity, credibility, and
authoritativeness of sources

Knowledge of information resources, especially online information resources

Ability to interpret patrons' information needs with limited context in text messages

Good communication skills, such as maintaining a friendly, respectful, helpful, and
pleasant tone.

Familiarity with the software/platform used to provide text reference service

Understanding of text reference service policies

Customer service skills

Ability to answer questions politely, intelligently, and professionally, even questions
that might be judged inappropriate due to language or content

Top Ten Essential Text Reference Competencies


Key reasons for non
-
use:


Lack of awareness


Not texters


Information needs adequately met by receiving assistance from
librarians via other venues like telephone, email reference or
coming to the reference desk


Self
-
sufficient information seekers who are able to use library
resources and other information resources independently


Lack of the knowledge of how to appropriately use the service


Privacy concerns

Library User Perceptions I.

Library User Perceptions II.

Users discover their library’s text reference service
mostly from :


the library Website

a library staff member.



Users like the following aspects of text reference
service:


It’s easy to use.

It’s convenient.


It’s fast to get an answer.

It’s a comfortable communication venue.








Implications for Best Practices




Marketing

User Satisfaction

Training

Questions/Comments?


Lili.luo@sjsu.edu

Image credits:

http://tinyurl.com/8xjbkf5

http://tinyurl.com/mhquwx

http://tinyurl.com/7pw7vpf

http://tinyurl.com/7gvzy6v






The 4th International m
-
Libraries conference