IM and SMS Reference Services for Libraries

Citation

Smith, A.G. (2013), "IM and SMS Reference Services for Libraries", The Electronic Library, Vol. 31 No. 1, pp. 135-136. https://doi.org/10.1108/02640471311299227

Virtual reference has gone from being the stuff of science fiction to a standard part of information service in libraries, although it has not had the uptake predicted by some early apostles. The ubiquity of instant messaging (IM) and short message service phone texting (SMS) among library users makes it logical for libraries to use these channels for reference service.

IM and SMS reference services for libraries is part of ALA's Tech Set series: brief practical guides to library technologies. Bielskas and Dreyer give a step by step guide to setting up a virtual reference service using text based, or “chat”, channels of communication. They draw heavily on their experience of setting up an Ask a Librarian service at Columbia University Libraries.

They start by discussing the pros and cons of the different solutions, providing useful matrices that summarise the factors to consider. The next sections on planning and “social mechanics” are thorough, covering ways of involving both staff and users, and addressing the difficult question of changing the library's culture to accommodate virtual interactions. They then deal with the mechanics of implementation: staffing, scheduling and resolving spam issues. The all important aspect of marketing is then briefly covered: creating a brand, integrating the service into the library website, and promoting the service to users. There is a good section on “best practices” for IM/SMS reference, that is also applicable to other reference channels, and advice on measuring the success of the service. A final chapter looks at developing trends such as voice over IP and mobile applications. There is a reasonably up to date and relevant annotated bibliography and an index. The companion website has a few documents that appear to be updates of parts of the book.

Much of the detail is specific to the solutions chosen by Bielskas and Dreyer at their own library: the LibraryH3lp platform for integrating IM and SMS chat, the use of Google Voice for SMS texting, etc. This may not be useful to all users – Google Voice's features may not be available in places outside the US, for example. However IM and SMS Reference Services for Libraries provides a succinct framework for implementing a chat reference service, and any librarian contemplating implementing or upgrading such a service, particularly in an academic environment, should acquire a copy.