Best Practices of Text Reference Service: A Synergistic View

Lili LuoSchool of Library and Information

Science San Jose State University

Do you own a cell phone?A. YesB. No

Do you text?A. More than 50 messages/dayB. 21-50 messages/dayC. Less than 20 messages/dayD. I don’t text at all.

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

Question Category Percentage%Clearly Worded Questions Local Library Related 13.3 Non Local Library Related Ready Reference 69.8 Specific-search 9.2 Personal Knowledge Related

1.3

About My InfoQuest 2.4 Out of Service Scope

1.5

Unclear Questions 2.5

Text Reference Question Types

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? Can I contract an STD from having intercourse with my

female doberman pinscher? 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

A synergistic view

Librarian perspectiveidentifying the competencies requisite for providing text reference service

User perspectiveexamining library patrons’ use and non-use of text reference service

Top Ten Essential Text Reference Competencies Mean Stdev.

Ability to compose answers to patrons' questions concisely, quickly, and accurately 4.80 0.41Ability to construct effective search strategies and skillfully search online information sources 4.25 0.85Ability to quickly evaluate information and determine the validity, credibility, and authoritativeness of sources 4.05 0.83Knowledge of information resources, especially online information resources 4.05 0.83

Ability to interpret patrons' information needs with limited context in text messages 4.05 1.15Good communication skills, such as maintaining a friendly, respectful, helpful, and pleasant tone. 3.90 1.07Familiarity with the software/platform used to provide text reference service 3.85 0.93Understanding of text reference service policies 3.79 0.98Customer service skills 3.74 0.93Ability to answer questions politely, intelligently, and professionally, even questions that might be judged inappropriate due to language or content 3.74 1.15

Librarian Perspective

Chat Reference Text ReferenceReferring users to appropriate resources/services when necessary

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

Skills in selecting and searching databases and internet resources

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

Familiarity with subscribed library databases

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

Ability to think quickly and deal flexibly with unexpected situations in chat reference sessions

Knowledge of information resources, especially online information resources

Using open probes to clarify questions Ability to interpret patrons' information needs with limited context in text messages

User Perspective

A survey was conducted among library users.

Among the 303 respondents, 255 (84.2%) never used the text reference service provided by their library, and 48 (15.8%) did.

For those who had not used the service, they were asked about their interest in using the service in the future:•58.2% -- “Maybe”, depending on whether they have the need or not; •23.7% -- “No” •18.1% -- “Yes”.

Reasons for non-use:

59.8% -- were not aware of it

22.5% -- were not texters

22.5% -- considered their information needs adequately met by receiving assistance from librarians via other venues like telephone, email reference or coming to the reference desk

15.7% -- generally did not ask librarians for help because they were self-sufficient information seekers and they were able to use library resources and other information resources independently

In addition, some lack the knowledge of how to appropriately use the service, and some had unpleasant experience with librarians that makes them reluctant to use text reference service.

How users discovered text reference service PercentageI found it on the library Website. 41.7%I learned about it in the library promotional material/events. 16.7%I heard about it from someone I know. 6.3%I heard about it from a library staff member. 37.5%

What users liked about text reference service PercentageIt’s easy to use. 77.1%It’s convenient.  66.7%It’s fast to get an answer.  52.1%I’m comfortable with it.  47.9%Librarians are a reliable source of information. 4.2%It’s cool and fun. 4.2%It is useful when I have an idea of the question I want to ask but cannot form it into a specific Google search. 2.1%

Views from the users:

Users indicated a high level of satisfaction - on a five point Likert scale (1 being not satisfied at all, and 5 being very satisfied), 87.6% selected “4” or “5”.

Implications for Best Practices

Marketing User Satisfaction Training

Questions/Comments?

Lili.luo@sjsu.edu

Image credits:http://tinyurl.com/8xjbkf5http://tinyurl.com/mhquwxhttp://tinyurl.com/7pw7vpfhttp://tinyurl.com/7gvzy6v