Volume has been increasing, starting with 63 in July 09; big month in Feb with 1034; 809 in April.
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
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
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
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
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
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
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
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.
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
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
Join Us! Project evaluator: Dr. Lili Luo, St. Jose State U. (email@example.com) Project coordinator: Lori Bell (firstname.lastname@example.org) Project administration: Mary-Carol Lindbloom, SCRLC (email@example.com) Visit us @ www.myinfoquest.info Join our googlegroup @ http://groups.google.com/group/InfoQuestMy Info Quest