The Right Txt: Implementation of Text Messaging for Interlibrary Loan at Ohio University

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presentation given at the ILLiad International Conference, Virginia Beach, VA, March 2013

presentation given at the ILLiad International Conference, Virginia Beach, VA, March 2013

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  • 1. { The  Right  Txt Derek  Malone,  MLIS,  ILL  &  DE Ohio  University  Libraries
  • 2. Ñ  If  you  have  any  questions,  or  would  like  some   help  implementing  text  messaging,  please  don’t   hesitate  to  contact  me  at  maloned@ohio.edu,  or   740-­‐‑593-­‐‑2691
  • 3. Ñ  We’re  hosted  (Atlas)  –  since  July  2012 Ñ  ILLiad  8.3.5 Ñ  Serve  students,  faculty,  staff,  Friends Ñ  Around  40,000  transactions  annually Ñ  A  LOT  OF  EMAILS!!! Ñ  Started  texting  Summer  2012 Background
  • 4. Ñ  75%  of  teenagers  text Ñ  “I  don’t  check  my  email” Ñ  Most  common  form  of  communication Ñ  That’s  over Ó  Phone Ó  Social  Networking         Ó  Face-­‐‑to-­‐‑face Why?
  • 5. hfp://www.pewinternet.org/Reports/2013/Teens-­‐‑ and-­‐‑Tech.aspx PewResearch:  Teens  and   Technology  2013   78%  of  teens  now  have  a  cell  phone,  and  almost  half   (47%)  of  them  own  smartphones
  • 6. 137  /  20
  • 7. Windows  3.1
  • 8. Contact  me?
  • 9. Ñ  Smartphone  or  not,  we  can  send   SMS  messages. Why?
  • 10. Duz  any1  currently  offer  txt   msgN  notifications? hfp://transl8it.com/
  • 11. Setup  
  • 12. Ñ User  purge  coming  up  –  Summer  2013 Ñ We’d  like  to  get  as  many  through  this  process   (get  them  via  email)  as  we  can Ñ Signups  checked  daily  as  part  of  workflow Ñ Slow  at  first Ñ Now  1-­‐‑4  daily
  • 13. ,
  • 14. Text  address  first,  followed   by  email
  • 15. ,
  • 16.    #
  • 17. #  signifies  texting  patron
  • 18. Ñ Only  borrowing  &  document  express Ñ Notifications  –  lefing  users  know  content  is   available,  or  a  request  has  been  granted/denied Ñ Overdues,  Delivery  Notifications,  Renewals  (y/n/ date),  etc. Ñ Only  a  minor  changes  in  cancellations,  things  that   need  a  deep  explanation Ñ Simplified  use  of  files  (elecdel  for  all  e-­‐‑delivery) Ñ Not  pursuing  this  in  lending Ñ Work  in  progress What  we’ve  changed
  • 19. Ñ  Good  starting  point Ñ  Notification  sent  to  every  loan  that  applies Ñ  Again,  we  only  notify  via  email  and  text Overdues
  • 20. Generic/Old  Overdue
  • 21. Ñ  Your  phone  number  is:  
  • 22. New  Overdue  1  Notice
  • 23. Ñ  Important  notes 1.  We  only  email  notifications 2.  We  deliver  articles  electronically 3.  We  have  1  pickup  point  for  loans  * Delivery
  • 24. Ñ  First  bit  of  praise  came  concerning  the  email   notification,  and  continues  to  do  so. Ñ  Patrons  like  the  simplified,  to-­‐‑the-­‐‑point   message. Ñ  Text  has  also  been  well  received. Ñ  Cleaning  up  for  the  purpose  of  text  messaging   helps  us  look  befer  in  a  mobile  email   environment What  we  heard/learned  -­‐‑   Notifications
  • 25. Ñ  Sent  through  borrowing Ñ  We  do  not  communication  via  text  for  loan Renewals  &  Recalls
  • 26. Renewed
  • 27. Old  Renewal  Denied   Email
  • 28. Recall
  • 29. Doesn’t  work  every  time
  • 30. Cancellations  
  • 31. Ñ  Cancellations  notices  require  too  much   explanation  (our  opinion-­‐‑explanation  we   want  to  give),  so  they’re  still  long Ñ  Occasional  dead  links  (Verizon) Ñ  Delivery  on  article  takes  a  couple  extra   steps,  but  we  believe  it’s  worth  it. Negatives
  • 32. Ñ  Know  your  customers  view: Key  Points
  • 33. Let  your  web  and  physical   location  speak
  • 34. Make  140  Count
  • 35. thx  so  much  4  yor  tym.  R   ther  NE  questions?