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601-Session 15-Myinfoquest
601-Session 15-Myinfoquest
601-Session 15-Myinfoquest
601-Session 15-Myinfoquest
601-Session 15-Myinfoquest
601-Session 15-Myinfoquest
601-Session 15-Myinfoquest
601-Session 15-Myinfoquest
601-Session 15-Myinfoquest
601-Session 15-Myinfoquest
601-Session 15-Myinfoquest
601-Session 15-Myinfoquest
601-Session 15-Myinfoquest
601-Session 15-Myinfoquest
601-Session 15-Myinfoquest
601-Session 15-Myinfoquest
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601-Session 15-Myinfoquest

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Lori Bell …

Lori Bell
Fall 2011
LIS 601 Introduction to Reference and Information Services
LIS Program
University of Hawaii

Published in: Technology, Education
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  • Volume has been increasing, starting with 63 in July 09; big month in Feb with 1034; 809 in April.
  • Transcript

    • 1. Txt 4 answers! Collaborative Text Messaging Reference Service Going Where the People Are Since 2009! Lori BellSchool of Library and Information Science San Jose State University
    • 2. Trends in Mobile Devices & Texting: 82% of U.S. adults and 75% of U.S. teens own a cell phone or mobile device (Blackberry, iPhone, etc.).* 72% of adult cell phone users send and receive text messages, up from 65% in Sept. 2009. 87% of teens with cell phones/mobile devices text. * Teens text 50 messages a day on average; adults, 10.* More text messages are sent than voice—even for adults having cell phones/mobile devices.* Is mobile technology the service platform of the 21st century? Should libraries be reachable via texting? We think so! *Source: Lenhart, Amanda. Cell Phones and American Adults (Pew Internet & American Life, 9/2/10) http://www.pewinternet.org/Reports/2010/Cell-Phones-and-American-Adults.aspx. My Info Quest
    • 3. Libraries & Texting: Increasingly libraries are offering text messaging services (AIM, Meebo, Plugoo, Skype, Altarama, Tex t a Librarian). Often services are opened limited hours. With limited budgets & staff, libraries need a lower risk/lower cost way to accept questions via text messaging.My Info Quest
    • 4. My Info Quest: A collaborative text messaging reference service enabling people to ask questions via a cell phone/mobile device. Librarians answer from a computer—not from a cell phone. Pilot Project Software: Altarama; PeopleWhere—with many thanks to the vendors! Software as of 1/1/11: Text a Librarian. Questions are limited to 160 characters; answers to 320 characters. Over 60 U.S. libraries participate in the pilot. Volume: July 2009-June 2010- 8,274. Open 80 hours per week—hours depend on no. of libraries. My Info Quest
    • 5. Why Collaborate?• Share desk shifts among many libraries.• Offer the service to your users more hours.• Uniform guidelines/quality assurance.• Collective bargaining power—deeper discounts.• Share marketing materials & PR strategies.• Share a website/web design.• Meet users at their point of need.My Info Quest
    • 6. Participating Library Responsibilities: Cover the desk minimally 2 hrs. per week. Attend user/advisory online meetings & training sessions. Participate in a working group if you can: Policies & Procedures, Training, PR/Marketing, Scheduling, Su stainability. Mobile device/cell phone is not needed to participate! Cost after January 2011 per year: $399.00/library or library system (buys 1 keyword & 3 passwords) My Info Quest
    • 7. Questions: MIQ answers a wide range of questions, usually ―ready reference.‖ ◦ How many countries are there? ◦ What is the address of the XX Restaurant? ◦ When is high tide at Manhattan Beach? ◦ How old do you have to be to work at XX? ◦ How do I renew a book? I lost my password. ◦ Does the XX Library have Peter Pan on audiocassette? ◦ How do I make a mold for a skateboard truck? ◦ When is the next story hour at the xxx branch? ◦ Where is the closest DMV office to zip code XXXXX? Types of information requests not designed for MIQ: Responses needing longer than 320 characters, in-depth research, medical & health advice, or tax advice. MIQ answers most questions and has a disclaimer about not providing medical, tax, or legal advice. Goal – a response time of less than 10 minutes.My Info Quest
    • 8. What is Second Life?  A 3-D online, virtual, digital world imagined, created, and owned by its residents.  Linden Lab provides the platform.  SL is populated by 20+ million residents.  SL is a complete world with communities, churches, cultures, pr ograms, businesses, recreation, buil dings, and services.  SL is used increasingly by organizations.
    • 9. Marketing 2 Audiences:Librarians Library Users My InfoQuest  Bookmarks Business Card  Marketing Ideas Talking Points for  Posters Librarians  Academic Checklist FAQs  Talking Points Press Release  Press Release Social Networks  Social Networks My Info Quest
    • 10. Social Network Presences: My Info Quest
    • 11. Program Evaluation: In process of obtaining perspectives from: Users, Librarians & Administration. Measurements for evaluation: statistics, transcripts, user surveys, interviews & focus groups. A few points: ◦ Many users come back. ◦ We can provide helpful responses in under360 characters (Text a Librarian indicates questions average 50 characters; responses 100). ◦ MIQ has been a segue into other library services. ◦ Volume is increasing. ◦ MIQ helps to maintain relevance to our communities.My Info Quest
    • 12. Join Us! Project evaluator: Dr. Lili Luo, St. Jose State U. (lililuo@slis.sjsu.edu) Project coordinator: Lori Bell (lbell927@gmail.com) Project administration: Mary-Carol Lindbloom, SCRLC (mclindbloom@scrlc.org) Visit us @ www.myinfoquest.info Join our googlegroup @ http://groups.google.com/group/InfoQuestMy Info Quest

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