Mobile Reference Services: The Next Step for Library

Technology

Alexa PearceNYU Libraries

01.05.10

SMS is the technology--or protocol--we use to send and receive text messages on mobile

devices.

SMS = short message service

http://latimesblogs.latimes.com/technology/2009/05/invented-text-messaging.html

"This is perfectly sufficient," he recalled thinking during that epiphany of 1985, when he was 45 years old. "Perfectly sufficient."

Friedhelm Hillebrand on 160-character messages, as reported in the L.A. Times (May 3, 2009)

Mobile Usage• Nielsen Company: 

 o U.S. wireless customers, in all age groups, are sending

and receiving more texts than voice calls, as of 2008  o 204 avg calls/month vs. 357 avg texts/month

 • Pew Internet and American Life:

     o  58% of people with mobile devices have sent and

received text messages 

85% of 18-29 year-olds 65% of 30-49 year-olds 38% of 50-64 year-olds 11% of 65+

REFERENCE

         User                                       Library

Service Model 1: Mobile Device

Service Model 2: IM Conversion

User enters AOL code (246246) plus library screenname, e.g. askbobst, in the body of the text

Librarian

User

Librarian enters response in chat window and user receives the message on his/her phone.

Service Model 3: Vendor Options

Phone Number Model

Short Code Model (e.g. nyulib)

About NYU

•  ARL Research 1 Institution • Largest private university in the U.S.

 • Total enrollment: 50,917 

 • 14 distinct schools, colleges &

divisions located throughout Manhattan & Brooklyn

 

http://www.flickr.com/photos/wallyg/372294608

NYU Libraries began providing its SMS service in March, 2008, using a Blackberry Pearl smartphone.

Day-long shifts represented as 1 hour from 8 to 9 a.m.

Adding the library as a contact

Implications of Using a Mobile Device

• Authentication • Continuity in Message Threads

 • Character Efficiency in Replies

 • Service Hours and Response Times

 • Multi-staffing Capabilities 

 • Collection of Stats and Transcripts

IM + SMS Solution

Implications of Using an IM Platform

• Authentication • Continuity in Message Threads

 • Character Efficiency in Replies

 • Service Hours and Response Times

 • Multi-staffing Capabilities 

 • Collection of Stats and Transcripts

• a/synchronous   

lessons learned...

http://www.flickr.com/photos/lwr/60496147/

 • location/mobility

 

lessons learned...

http://www.flickr.com/photos/wallyg/372294608

Texts Received From Within the Library

Hi, my name is **** and im here at bobst looking for 'proust was a neuroscientist.' would you be able to help me? How do you use MLA index search from bobst computer? Microfilm machine on 6th floor has error message L7. What does that mean. Also where is the print button? Thanks Looking for HV8666.F6813 it is not on the shelf

  • content 

 

Where can I find articles on why johnson lost the vietnam war and/or how it took over his presidency?

    Hi, I am writing a natural history paper on a volcano in Costa Rica...

I'm looking for information about the "feasts of flaying men"...It is part of mesoamerican history     What are theoretical articles and where can i locate them?

Hi I have a research paper due on Nov. 22nd my paper must focus on the Spanish Civilization in Sicily. I need to focus on Castille and Aragon. Please help.

lessons learned...

Reference/Directional Breakdown, 2008-09 Academic Year

632 SMS transactions, comprising 665 total questions

• Reference: 271 (41%) • Directional: 394 (59%)

 Compare to IM for same period:2329 IM transactions reported, comprising 2849 total questions

• Reference: 1929 (68%) • Directional: 920 (32%)

lessons learned...

 • conversation length

 [12:08 p.m.] User: I am trying to find a study comparing results from someone working out at a gym vs at home

[12:21 p.m.] Librarian: Hi, I can do some searching & let you know what I find. It may be a little while, is that ok?

[12:23 p.m.] User: That's great. Right now I'm searching using the "Science Direct" collection in e-journals. I was wondering if I am looking in the right place

[12:25 p.m.] Librarian: Science Direct is a great place to start. I'd also recommend PubMed & Web of Science.

[12:26 p.m.] User: That's the answer I was hoping for. Thank you for pointing me in the right direction. Do you think I can find anything?[12:51 p.m.] Librarian: No problem. I'm glad that helped a little. I'm going to try searching in a few minutes. I'm not sure what studies there may be, but we'll look!

[12:52 p.m.] User: Unless you can find an EXACT match, don't worry too much. Using the databases you listed, I have already found 5 usable sources by interpreting their results

[1:16 p.m.] Librarian: Oh, that's great! I'm really glad to hear it. I'll let you know if I find something that looks good. Another place you may want to look is CINAHL.

[1:17 p.m.] Librarian: Oh! And I almost forgot: Health & Psychosocial Instruments (HaPI).

[1:19 p.m.] User: Thank you

[1:29 p.m.] Librarian: I'm finding a lot of articles that are related, but tend to be in specific contexts, i.e. people with osteoarthritis or in phys therapy, etc. Just let me know

[1:29 p.m.] Librarian: If you need more from me. Good luck with your research!

[1:31 p.m.] User: That is the type of articles I find too, so at least I know I'm capable of doing research. Thanks for your help

[1:33 p.m.] Librarian: Of course. Ask us anytime you have a question.

14 texts exchanged;85 minutes, start to finish

http://smsreference.blogspot.com/2009/09/fw-thats-great.html

Texts per Transaction

3.79 = Average total texts per transaction (ref and directional)

4.65 = Average total texts per reference transactions

Thank-you Texts30% of all transactions included thank-you texts from users  61% of transactions including 4 or more texts included thank-you texts from users.

Questions?

Thank you!

alexa.pearce@nyu.edu