texting at the reference desk!

Implementing an SMS-to-Email Service for Mobile

Patrons

Keith Weimer

Reference and Instructional Technology

Librarian

Alderman LibraryUniversity of Virginia

Digital Services Humanities and Social Sciences

Main humanities and social sciences library forU.Va.

Largest collection, houses library administration.

Primary contact point for U.Va. Library email and chat reference.

Culture of experimentation: try a new service or idea; don’t be afraid to fail!

Single service desk combining circulation and reference (incl. phone, email and chat).

Reference side double-staffed.

Looking for new ways to push out content and enable remote users to connect with us more easily.

SMS is a growing communications medium.

Reach users at points of need not met by phone, email or chat.

Phone number not short code and keyword – believed easier for user, more intuitive, can add to Contacts.

Integration with existing reference service—either chat or email.

As little new technology for staff to master as possible.

SMS-to-email service, Canadian company.

Pros: o Local phone number.o Integrated with reference email.o Familiar technology.o Can send mass notices (ex.,

circulation). Cons:

o Expensive--$2000 to set up, $2700/year to maintain.

Spring 2008 – “Soft Rollout”:

Link on Library home page.

Information on “Questions” page.

Table tents in main study areas.

Fall 2008 -- “Harder Rollout”

Banner on library home page.

Asked subject librarians to promote the service to departments.

Library orientation classes for freshmen.

Posters in libraries, campus center and bookstore.

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101520253035404550

SMS Reference Transactions

SMS Reference Transactions

Types of QueriesCirculation (incl. known title)Hours

Location (fax machines, etc.)Miscellaneous

Getting Started with a TopicRef. Questions (incl. citing sources)Database Access (incl. non-U.Va.)

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Spring Term Summer Fall

Sun.

Mon.

Tues.

Wed.

Thurs.

Fri.

Sat.

Growing usage, still small compared to other services. Need more time to investigate.

Need to compare data for other types of reference service.

May need to explore cheaper models for service.

Text 265010, then type library’s AOL Instant Messenger screen name: message (ex., uvalibref: help me!)

Pros:o Free!o Integrated with chat reference service.o User gets immediate response.

Cons:o Method of “texting” not intuitive.o Not available at time of grant.

Text me! 804-543-9269

Or AOL IM: weimerkeithEmail: kweimer@virginia.eduOffice phone: 434-924-7702

Thanks!

American University Library. (2008). Ask a Librarian: Instant Messaging. Retrieved Oct. 15, 2008, from http://www.library.american.edu/ask/im.html

Hill, J. B., Hill, C. M., & Sherman, D. (2007). Text Messaging in an Academic Library: Integrating SMS into Digital Reference. The Reference Librarian, 47(1), 17-29.

Mosio. (2007-2008). Mosio. Retrieved Sep. 30, 2008, from http://www.mosio.com/

Upside Wireless. (2008). Upside Wireless Text Messaging. Retrieved Sep. 30, 2008, from http://www.upsidewireless.com