Frequency | A Channel Of Communication

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Text a librarian @ University of California, Irvine

Text a librarian @ University of California, Irvine

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  • 1. FREQUENCY A CHANNEL OF COMMUNICATION TEXT A LIBRARIAN @ UNIVERSITY OF CALIFORNIA, IRVINE BRIAN WILLIAMS, JD | MSLS RESEARCH LIBRARIAN CRIMINOLOGY, LAW & SOCIETY U.S. GOVERNMENT INFORMATION UNIVERSITY OF CALIFORNIA, IRVINE brianrw@uci.edu Brian.williams@gmail.com http://justcrim.typepad.com http://twitter.com/briancrime http://delicious.com/briancrime http://www.facebook.com/briancrime Frequency | Text a librarian @ University of California, Irvine
  • 2. Special thanks to UCI Libraries’ Carole Ann intro 2 Hughes, Associate University Librarian for Public Services, and Cynthia A. Johnson, Head of Reference, for encouraging the development frequency of our Text a Librarian project @ UCI. [Administration has to be supportive or this kind of thing wont work] Thanks to those early adaptor university libraries that grabbed onto short message service (SMS) public services! While I’m quite certain the following is an incomplete list, these are the four university libraries I found to be actively providing text message reference at the time the UCI Libraries Text Team was putting together our text a librarian proposal in Summer 2007: Runyon Canyon, Los Angeles CA •Curtin University of Technology Brian Williams, JD | MSLS Research Librarian •Southbank Institute of Technology Criminology, Law & Society U.S. Government Information •Southeastern Louisiana University (SELU) University of California, Irvine Brian.williams@gmail.com •University of California, Merced http://justcrim.typepad.com http://twitter.com/briancrime http://delicious.com/briancrime http://www.facebook.com/briancrime Frequency | Text a librarian @ University of California, Irvine
  • 3. http://delicious.com/briancrime/early_adaptors http://delicious.com/briancrime/sms Frequency | Text a librarian @ University of California, Irvine
  • 4. & X-tra special thanks to the Text a Librarian Team @ UCI Frequency | Text a librarian @ University of California, Irvine
  • 5. WHAT ABOUT YOU? Frequency | Text a librarian @ University of California, Irvine
  • 6. The Funhouse (Mural & Basketball Court. Punk Rock Nightclub, Seattle WA. Taken during ACRL 2009) Question: True or False My library WAS doing text message reference service along with these four identified “early adaptors” way back in the dark ages … 2007 or earlier.  [and you missed it] Frequency | Text a librarian @ University of California, Irvine
  • 7. Question: YES NO Button | Multiple Choice My library IS doing text message reference service [YES/NO. INTERACTIVE BUTTON HERE]. We are using [MULTIPLE CHOICE. SELECT ONE] A: Mosio’s Text a Librarian B: Some other converter program (IM, Email, Etc. – flipping user text to computer) C: Cell phone, Smart phone, Blackberry (anything handheld other than an iPhone) D: iPhone  [Our choice is not to choose – deal with it] Frequency | Text a librarian @ University of California, Irvine
  • 8. WHY BUILD A TEXT REFERENCE SERVICE ? Frequency | Text a librarian @ University of California, Irvine
  • 9. 4 8 15 16 23 42 numbers | etc. Frequency | Text a librarian @ University of California, Irvine
  • 10. Uci & sms frequency: Justifying text message reference by the numbers [sometimes numbers work 4 u; other times, not so much] A Winter 2007 UCI Academic Computing survey finds … “… 34% of our students use cell phone text messaging daily and 58% use it at least a few times a week…” Almost 60% of our students use cell phone text messaging several times a week. Today, these numbers seem very low [DEFINITELY UNSEXY], but they are one part of the numbers justification for why libraries need to jump into the text frequency. UCI Student Information Technology Experience Survey. Email. From: NACS: Network and Academic Computing Services (UCI OIT) Date: Tue, March 18, 2008 6:02 pm. Spreading the word: Messaging and communications in higher education. ECAR key findings. Pirani, J. A., & Sheehan, M. C. (2009). EDUCAUSE. Web site: http://www.educause.edu. Retrieved from http://www.educause.edu/Resources/SpreadingtheWordMessagingandCo/168955 ECAR Study of Undergraduate Students and Information Technology, 2009 (Research Study, Vol. 6). Smith, Shannon, Gail Salaway, and Judith Borreson Caruso, with an Introduction by Richard N. Katz. EDUCAUSE Center for Applied Research, 2009, available from http://www.educause.edu/Resources/TheECARStudyofUndergraduateStu/187215 Frequency | Text a librarian @ University of California, Irvine
  • 11. CELL PHONE ACTIVATIONS SURGE TEXT MESSAGING SURGES Text.it “the UK’s official guide to messaging” [http://www.text.it/ ] 4.2 Billion Cell Phones Activated. 3g Americas [ http://www.3gamericas.org ] 6.8 Billion : U.S. and World Population Clock. Census.gov [ http://www.census.gov/main/www/popclock.html ] Frequency | Text a librarian @ University of California, Irvine
  • 12. WHY BUILD A TEXT REFERENCE SERVICE? This “new” frequency [of communication] has blown up, exploded!!! Texting is not just popular with university students, though it is especially so among that population - it’s popular globally and it’s popularity is expanding every day. We feel and we argue … Implementing a text reference service capitalizes on this popularity and compliments and extends our existing public services. It clearly signals the UCI Libraries’ continued commitment to delivering innovative public services And, most importantly, it enables the UCI Libraries to better serve the educational and research needs of our primary users with an instantly responsive communication channel. Frequency | Text a librarian @ University of California, Irvine
  • 13. IN THE BEGINNING (before Mosio debuted “Text a Librarian”), the UCI pilot text team had to decide how to build a text program. In Summer 2007, we looked at the few text message to computer converter programs available. We looked at smart phones … (the iPhone was introduced in the United States on June 29, 2007) While we loved the converter programs’ ability to “flip” a text message from a library patron into a familiar computer workstation environment, we were hesitant to pay a third party to translate or mediate text message questions [And the converter options were few, at that time]. So, we decided to go with an inexpensive Verizon text/data plan, using two Samsung smartphones. We liked the idea of the phones’ mobility and we liked the simplicity of using phones to send and receive text messages to and from our users’ phones. Frequency | Text a librarian @ University of California, Irvine
  • 14. THE SMART PHONE CHOICE … We wanted a good deal and we needed flexibility to change our plan as we learned more about texting in the library environment. The iPhone was not in play. Verizon presented an inexpensive, flexible startup option. We were able to enter an agreement with no penalties for subsequent contract alteration or even cancellation. This proved helpful as we recognized over time that (A) demand for texting services, unfortunately, would not require two active phones and phone lines, and (B), that given our regular text a librarian hours, 9 to 5, Monday through Friday, we could afford to drop the smart phone’s web access. This step came much later during the second year of our text program as a direct result of California’s significant (not to say apocalyptic) budget exigencies. We have continued with one phone and unlimited texting to the present (UCI text project now in its 3rd year). Samsung SCH-i760 (Verizon Wireless) – CNET Review http://tinyurl.com/36av34 Frequency | Text a librarian @ University of California, Irvine
  • 15. A word about Scheduling - The UCI libraries live and die with Oracle calendar software. Here’s a screen shot of my Oracle next week Tues., Feb. 16, 2010. I’m responsible for monitoring the smart phone 9 to 5. Text Team Members typically cover three day or two day sms phone shifts. The shifts are evenly divided among the 7 Inglourious Basterds on the Text Team. Frequency | Text a librarian @ University of California, Irvine
  • 16. FUTURE NOW STAY FLEXIBLE | THINGS CHANGE Frequency | Text a librarian @ University of California, Irvine
  • 17. As it turned out … text to computer converters were getting better … and a massive roll out was coming … “No future for you?” Sex Pistols Frequency | Text a librarian @ University of California, Irvine
  • 18. WHAT ABOUT YOU? Frequency | Text a librarian @ University of California, Irvine
  • 19. Question: True or False I have worked as a special agent with KGB and received compensation for “Compensation is “per piece” that work. and is based on response type:  * $0.10 (USD) for each full response – query is investigated and answered by the Special Agent; * $0.05 (USD) for each validation response – answer automatically populates from [and, yes, I am starving] our Knowledge Database and is forwarded on by the Special Agent” http://542542.com/current_positions Frequency | Text a librarian @ University of California, Irvine
  • 20. OMG !!! OCLC’s QuestionPoint and Mosio’s Text a Librarian announce virtual reference collaboration – 15 January 2010 The landscape of text in libraries has totally morphed in two short years … And while I recognize the power of mobile computing and know that handheld devices will continue to be useful to libraries and, of course, wildly popular with our users ... It’s obvious that some form of “converter” like collaborative text messaging service in libraries is coming soon to a QuestionPoint type consortial environment near you … That’s very exciting and likely a good thing. Frequency | Text a librarian @ University of California, Irvine
  • 21. WHAT ABOUT YOU? Frequency | Text a librarian @ University of California, Irvine
  • 22. Question: True or False OCLC’s QuestionPoint and Mosio’s Text a Librarian virtual reference collaboration will enable libraries to better provide text message based reference services to our users.  [a cell phone is cheaper] Frequency | Text a librarian @ University of California, Irvine
  • 23. Question: True or False My library would be very interested in participating in a consortial Text Messaging Reference Service deployed by QuestionPoint.  [what are we going to do with all those handheld devices] Frequency | Text a librarian @ University of California, Irvine
  • 24. COUNTING TRACKING WHAT’S UP @ UCI Frequency | Text a librarian @ University of California, Irvine
  • 25. We count because we can 13 Oct 2009 to 26 Jan 2010: 1,149 visits to justcrim.typepad.com shown above Frequency | Text a librarian @ University of California, Irvine
  • 26. “Librarians have perceived that there should be relevant relationships between the numerical measurements of certain aspects of library activity and the managerial decisions that we have to make and so have embarked upon the basic arithmetic process of counting, perhaps to the point of obsession…” Available @ http://ifl.sagepub.com/cgi/reprint/11/3/211.pdf Flickr. Numbers. Uploaded on December 5, 2007. By Koen Vereeken. Available @ http://www.flickr.com/photos/koenvereeken/2088902012/ [Creative Commons: Some rights reserved] Frequency | Text a librarian @ University of California, Irvine
  • 27. frequency (of text messages received) | frequency (sms - Vesuvius of communication frequencies) Text A Librarian @ UCI Start Date 01.31.2008 WEB: We use the web capability of our Samsung i760 to answer approximately 25 % of all text message questions received during the pilot’s first 1/2 year. http://visibleearth.nasa.gov/view_rec .php?id=1555 TYPE: 6 of the first 35 txt questions are classed as research questions. HOURS: 40% of all Text messages are received after hours - Evenings, Weekends, Holidays. Long Beach sunset : how we imagined user response Frequency | Text a librarian @ University of California, Irvine
  • 28. ½ EMPTY: The UCI community’s initial response to text a librarian has been modest. We The Text Team had originally are concerned about the large % imagined we might be able to of texts coming in after (9 to 5) extend our hours to nights and hours, on nights and weekends, weekends – That idea led us to sort of kills the immediacy of opt for the smart phone with the sms text frequency. data package and tied into our broad vision of text a librarian as an entirely mobile, handheld reference ½ FULL: Two plus platform. years down the road … We learn that our user Libraries with text a community generally ask librarian programs, ESPECIALLY appropriate, short answer THOSE USING HANDHELD DEVICES type questions when they (as opposed to text converter text a librarian. We software), must figure out how learn that answering text to most efficiently monitor based questions is fun. Text ref while commuting is text message queues beyond unsafe and against the law the traditional 9 to 5 Monday thru Friday gig. We learn how to share key information with our users We love using the mobile in a compressed 160 character sms framework. We device but it arguably learn that we can answer all sorts of questions in a presents unique training and text environment. We learn how to cut costs and to scheduling challenges for keep the text sms frequency open and viable, even libraries, challenges perhaps during difficult financial times. dissipated by converter programs and consortial enterprise. Frequency | Text a librarian @ University of California, Irvine
  • 29. … if you build a text a librarian service, they will trickle in … Frequency | Text a librarian @ University of California, Irvine
  • 30. February 2010 | keeping score Frequency | Text a librarian @ University of California, Irvine
  • 31. January 2010 | Select Transcripts Frequency | Text a librarian @ University of California, Irvine
  • 32. January 2010 | Select Transcripts Frequency | Text a librarian @ University of California, Irvine
  • 33. The Cloud Tag Transcript (Wordle.net view of our sms transcripts from january 2010) (The 824-6842 tag is our loan desk #) Frequency | Text a librarian @ University of California, Irvine
  • 34. WHAT ABOUT YOU? Frequency | Text a librarian @ University of California, Irvine
  • 35. Question: Multiple Choice My library IS doing text message reference service in some form today and on average we receive … A: 10 or fewer text messages a month B: 10 to 25 text messages a month C: 25 to 50 text messages a month D: 50 plus text messages a month [please call me if you’re doing better than 50 per] Frequency | Text a librarian @ University of California, Irvine
  • 36. Question: True or False Support for the texting communication frequency should be maintained in library public services, even if counting texts reveals a tepid response from our users.  [the big picture is all around us] Frequency | Text a librarian @ University of California, Irvine
  • 37. Not so guerilla advertising marketing text messaging @ uci libraries Frequency | Text a librarian @ University of California, Irvine
  • 38. ADVERTISING THE PILOT! Frequency | Text a librarian @ University of California, Irvine
  • 39. THE NEW UNIVERSITY IS UCI’S STUDENT NEWSPAPER Our eye catching New University TXT advertisement ran right next to a beach wear advertisement! Sometimes luck is all that matters. Frequency | Text a librarian @ University of California, Irvine
  • 40. Frequency | Text a librarian @ University of California, Irvine
  • 41. FUTURE NOW CODA @ UCI Frequency | Text a librarian @ University of California, Irvine
  • 42. Voice to text conversion Voice to text conversion is imperfect, as this slide of a Google Voice beta tool demos. Google voice flips voice mail into sms text messages synchronously, breaking voice mail into 160 character bytes [the sender never knows]. I much prefer deciphering Google's cryptic voice to text translations than to listening to the actual voice mail. Frequency | Text a librarian @ University of California, Irvine
  • 43. Res ipsa loquitur – the thing speaks for itself – and I couldn’t bring myself to mention “Cha Cha” during this presentation … I like Mosio (liked it before Text a Librarian) and I give KGB credit for coming in with such a killer name. Frequency | Text a librarian @ University of California, Irvine
  • 44. Are we going to continue to go go forward? The frequency with which our users text us is not what we imagined but … Our pilot was made a “permanent” fixture in the UCI Libraries Ask a Librarian service menu … Things change (the budget, for example) but texting is @ UCI for the foreseeable future. Obviously, some core segment of our user population has embraced the Libraries’ text a librarian frequency. In the future, we’ll all be dead [or so the economists tell us]. And in the future, in my opinion, most libraries will open up this sms messaging frequency and fit text messaging into their expanding menu of public service choices. We are learning every day about text messaging. So please do email me if you would like to share your experiences to date. I’m @ brianrw@uci.edu & brian.williams@gmail.com See you on Facebook! & Twitter! Or, better yet, text me at 6192473889 [cell]. Thank you so much for the opportunity to talk texting with you all. And thanks to the wonderful people @ Handheld Librarian! Frequency | Text a librarian @ University of California, Irvine
  • 45. WHAT ABOUT YOU? Frequency | Text a librarian @ University of California, Irvine
  • 46. Question: True or False Texting is not now and likely never will be an essential channel of communication for library public services.  [like a crow picking up anything shiny, you collect new technologies] Frequency | Text a librarian @ University of California, Irvine
  • 47. Question: True or False Text messaging is becoming an essential channel of communication for library public services today.  [the u.k. alone sent 11 million texts in one hour, duh] Frequency | Text a librarian @ University of California, Irvine
  • 48. Photo Copyright held by Edward Colver http://edwardcolver.com/ Frequency | Text a librarian @ University of California, Irvine
  • 49. delicious.com/briancrime/sms Frequency | Text a librarian @ University of California, Irvine