Text Messaging: A Mobile Information Service in Academic and ...

klapdorothypondΚινητά – Ασύρματες Τεχνολογίες

24 Νοε 2013 (πριν από 3 χρόνια και 7 μήνες)

81 εμφανίσεις

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Lilian Li @ MHC and Julia Mergele @ EPL

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Text messaging/SMS (Background)


What is SMS?



Short Message Service



First message sent in 1992



Introduced in Canada in 2002



Limited to no more than 160 unformatted
characters per message



Think of it as combination of e
-
mail or instant
messaging on the go


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Mobile Originated Text Messages in
Canada

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Use of wireless communication


Activities Performed on Cellular Phones

(other than talking)

0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
Send or receive text messages
Take Pictures
Download content
Send/receive multi-media messages
Send/receive e-mails
Instant messaging
Look up information on the Internet
Download music
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SMS Benefits & Drawbacks


Strengths



Mobile



Ubiquitous



Inexpensive



Direct



Growing





Drawbacks



Limited field space



No formatting



Cannot filter
incoming traffic


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Delivery Methods


There are three major methods of
delivery:



Peer
-
to
-
peer



SMS gateways (app)



Free

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Delivery Models, Pt. 1


Peer
-
to
-
Peer (P2P)


Simplest method


Cost effective (#$/month for our service
level)


Not all services are created equal



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Delivery Models, Pt. 2


SMS Gateway Application


Several models to mitigate SMS delivery
and replies


Converts text to e
-
mail/chat and vice
versa


Fees can be based on volume or monthly
fee

SMS
Gateway

App




Chat/IM


Text


Text

Chat/IM

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Delivery Models; Pt. 3


Free Methods



Web to SMS


Offered by most cellular providers



Windows Live Messenger


Allows texting from an IM client


Fine to initiate, but can be problematic to
receive (might need data plan)






Free solution from Google (SMS > email >
SMS)


Not in Canada (yet)

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Edmonton Public

Library (Background)


Library by the numbers:



Serve the population of Edmonton (782,439)



17 library locations around Edmonton



Broad range of uses (information, job search,
homework, shelter etc.)

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Our Choice

Libraryh3lp SMS
gateway


HTC Legend acts as
text server


Runs My Customer
Cloud app from
Libraryh3lp. Integrates
with current chat
service


Sits on staff wireless



Set to “stay awake” to
keep Libraryh3lp app
running


Pay monthly for
unlimited texting plan,
but purchased phone up
front


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Training


Minimal, due to familiar method of
delivery (through chat interface)


Help sheet developed


Incoming texts show as epltext in chat
window


Keep messages to 160 characters or less


Be aware that links may not go though

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Edmonton Public Library

Experience


Fewer text messages than chat/IMs


Most questions about library policy or
circulation:


hours



fines


claims returned



lost cards

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Promoting


Main page on website


Word of mouth, media


Public newsletter


Future posters:

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Our Numbers


2010
-
2011

Services

10
-
11

Libraryh3lp/IM

16,516

SMS

100

Total

16,616

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Medicine Hat College

( Background)


Library by the numbers:



Staff: 3 librarians, 9 FT staff, 17 PT/seasonal



Serve about 2,500 FTE students



Average Age: 27.9 years



Two campuses (Medicine Hat & Brooks,
Alberta)



Trades, university transfer, applied degrees,
and cooperative degree programs


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Our Choice


Simple P2P set
-
up



Phone Selection & Criteria



iPhone for mobile reference desired



Cost

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What to look for . . .


Wish list:


QWERTY keyboard


Wi
-
Fi


Web access


Large screen (3+ in.)


Sturdy



What we have:


LG Keybo 2


QWERTY keyboard


Medium screen

(2+/
-

in.)


Sturdy

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Prepping the Staff


Policy/guidelines formation



Knowing the technology and terms



Training



Dealing with service desk congestion

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Guidelines to Answering, Pt. 1


Informal guidelines include:



Code of Conduct (Staff)

is observed



Shorthand is permissible



Timeliness is important, but never panic to
answer a question



Being clever is not required in the face of
NPA questions (e.g., “What is the meaning of
life?”)

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Guidelines to Answering, Pt. 2


Try not to engage in inappropriate texting
(e.g., “sexting” if initiated by patron)



It is not inappropriate to refer patron to
another library service that does not
provide texting (e.g., Circulation Desk to
update account)



Not wrong to suggest another reference
service if texting is an inappropriate
medium (e.g., APA questions)

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Training


Support and advice from experienced text
message user on staff



One
-
on
-
one practice between staffers to
familiarize themselves with device



Familiarization with shorthand texting for
efficient communication

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The Language

txt tlk


“This time, let go of your conscious self and
act on instinct.”


Obi Wan Kenobi



Shorthand is important for brevity



u = you



2 = to, two



:), ^_^ = smile, joke



LOL (
lol
) = laugh out loud




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Promoting


Simple message board and Web banners


Student orientations


Blog


Twitter

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Our Numbers


2009
-
2010 vs. 2010
-
2011

Services

09
-
10

10
-
11

Meebo
/IM

83

168

SMS

290

283

Total

373

451

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Sample Questions, Pt. 1


No Practical Answer (NPA)



September 9, 2009




Q [10:17 a.m.]: What’s the meaning of life?



A [10:21 a.m.]: according to douglas
adams’s ‘hitch hiker’s guide to the galaxy’,
the anser
[sic.]
is: 42

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Sample Questions, Pt. 2


Quick Reference



October 23, 2009



Q [1:54 p.m.]: What carpal bone is also
known as the triangular bone?



A [2:01 p.m.]: the ‘
triquetral

bone’
according to Merriam



A [2:06 p.m.]: sorry, the source was:
Merriam
-
Webster's Medical Dictionary
(2006)


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Sample Questions, Pt. 3


Develop a Personality



November 17, 2009



Q [3:54 p.m.]: Is happiness relative?



A [3:55 p.m.]: not to my relatives



Q [3:56 p.m.]: Brouhaha. You made my
day! :
-
)


www.themegallery.com

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Student Feedback


Comments from
Students Advisory
Committee



“I think it is awesome that we can text the
library!”



“I’m not going to bother going to Google
anymore


I’ll just text the library.”



“I have the text messaging number in my list
of favorites.”



“The library cares about us and we think
that’s awesome.”


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Brilliance & Befuddlement


Brilliance


Positive feedback
(“with it”)


Great for quick
questions


More anonymous
aspect (# only)


Canned messages for
quick replies


“Fun” questions



Befuddlement


Missed messages


Pressure to respond
timely


Not easy to cite
sources or transmit
URLs, etc.


Limited characters


SPAM (of a fashion)


Hard to follow
-
up


No archive/bank


Contact/context lost


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Questions?


we will text u!



http://www.youtube.com/watch?v=1tdngx
S1CCA




Our contact information:


Julia Mergele; Edmonton Public Library;


Internet Librarian;
jmergele@epl.ca




Lilian Li; Medicine Hat College Library;


Information and Technology Librarian;


lli@mhc.ab.ca

www.themegallery.com