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Going Mobile: LibAnswers SMS and the Mobile Reference Librarian
Darcy GervasioText Reference CoordinatorPurchase College Library, SUNY.
Springy Camp Virtual Conference, November 8, 2012
SpringyCamp 2012
Purchase College Library, SUNYPurchase, New York
Small, undergrad liberal &
performing arts campus
Library has 3.5 floors, 2
service desks, 6 computer
areas
Had a popular Ask Us 24/7
Chat (IM) service since 2008
Piloted text reference service
March 1, 2011
Library Layout
Text Reference Pilot: March 2011
Joined national SMS reference consortium Used Mosio Text-a-Librarian software Minimal advertising (soft roll-out) Interest from students clear Students used service differently than
anticipated
What students were asking:
What are the library’s hours? How do I log onto the wifi? I have a call number. Where can I find this book? Help! The printer’s not working! Where is the “N” section?
The texts were coming from … inside the house!
“Still of Drew Barrymore in Scream.” Dimension Films. 1996. Retrieved from Internet Movie Database. http:www.imdbcom/media/rm3957037312/tt0117571
Solution = Mobile Librarians!
Best Practices: Marketing
Best Practices: Staffing
Find model that works for your library Both librarians and professional staff
can staff SMS reference Offer multiple training sessions Have a Mobile Mindset
Text Questions Received
After-hours Questions, Fall ‘11
After-hours texts tripled from Nov. to Dec. 2011 during Finals Period, when the Library was open 24 hours (but Text Us was only staffed until 10pm).
In other words, the later the Library was open, the later patronstexted us … even though Text Us service hours had not changed.
Total Text Questions Spring 2011: 76*Total Text Messages Fall 2011: 506** Total Unique Questions Fall 2011: 394
*pilot with Mosio software began March 1, 2011 (mid-semester)**SpringShare software rolled out August 22, 2011 (start of semester)
Text Ref by the Numbers 57% of texts received in Fall 2011 were sent from
inside the library 5% were in-depth research questions 36% dealt with printer, computer, or wifi issues 29% were directional (both inside and outside the
library 25% were ready reference
Total Text Questions Spring 2011: 76* Total Unique Questions Fall 2011: 394** Total Unique Questions
Comparison of ServicesText (SMS) Reference Chat (IM) Reference Face to Face
Reference
1,037 texts in 2011-2012 academic year
Average approx. 5,000 question per academic year
Not always synchronous Synchronous Synchronous
Directional & ready reference questions
More in-depth research questions
More in-depth research questions
Patrons expect a short, speedy answer
Patrons expect a longer conversation with links
Expectations vary, depending on need
More questions related to physical library building & services
More questions related to online resources
Many questions related to physical library building & services and related to online resources
Available until 10pm weeknights
Available 24/7 Available until 6pm weeknights
Best Practices: Responding
Create a LibAnswer with “scripts” for frequently recurring questions.
Always answer the question! Cite your answer whenever possible Use a URL shortener (bit.ly, tinyurl,
goo.gl) Claim & respond before you rove
Favorite Texts From The Library
“Are tootsie rolls gluten free?”-Received 10/31/2011 @ 4:07pm
Librarian Reply:
“The following link says YES. www.tootsie.com/health_info.php”
Favorite Texts From the Library“Does the Library have "The Exorcist"? If not, can
you recommend a really scary movie that will make my roommate wet her pants?”-Received 9/26/2011 @ 3:33pm
Librarian Reply:
“Exorcist is checked out. Try Pan's Labyrinth (DVD 1452), Jaws (DVD
67), Changeling (DVD 2447), Invasion of body snatchers (VHS
1021). Alien (DVD 532) out, due back 9/28.”
[This question led us to order more horror movies for our DVD
collection.]
Image from DVD Talk.com
“Will someone let us know downstairs when we need to leave? I've never been up this late. My phone is about to die, and it’s my only clock.”
-Received 9/30/11 @ 12:19 am
Favorite Texts From The Library
Librarian Reply:
“Before closing, the lights blink & library workers come around to check for students. Thanks for your question!”
Favorite Texts From the Library“Will Purchase be open tomorrow? I can’t check email.”
-Received 10/30/2012 @ 4:03pm
Librarian Reply:
“Classes are cancelled Wed 10/31. Call Purchase
weather hotline 4 updates 914-251-7500. For library
hrs call 914-251-6401. Stay safe!”
Image from cbsnews.com
Mobile Reference Mentality
Meets patrons where they are
Responds to real-time issues and needs in the
brick-and-mortar library
Reaches out to shy patrons (anonymity factor)
Serves patrons who don’t have smartphones or
data plans, i.e. bridges a digital divide
Supplements and deepens face-to-face
services.
References: Image Credits:
› Photographs of Purchase College Library taken by Darcy Gervasio, 2011.› Text Us posters, button & marketing materials designed by Darcy Gervasio,
2011.› Public Domain clip art taken from OpenClipArt.org and Wikimedia Commons.› “Still of Drew Barrymore in Scream.” Dimension Films. 1996. Retrieved from
Internet Movie Database. Web. 10 Jan. 2012› “Tootsie Roll Wallpaper Image.” Tootsie Roll Industries. Retrieved from from
www.tootsie.com. Web. 17 Jan. 2012› “The Exorcist DVD.” Retrieved from DVDtalk.com. Web. 31 Oct. 2012› “Hurricane Sandy.” Retrieved from CBSNews.com. Web. 6 Nove. 2012
