Conference presentation at ALA Midwinter on Jan. 21, 2012. Presentation discusses mobile reference, SMS reference, and an analysis of text reference questions.

1. Darcy Gervasio
Reference & Instruction Librarian/
Text Reference Coordinator
SUNY Purchase College Library
ALA Midwinter, January 2012
Dallas, TX

2.  In the 3rd quarter of 2011, U.S. teens aged 13-17 sent on average 3,417 texts
per month.*
 18-24 year olds sent 1,914 texts per month…that’s 3 texts per hour!
 The majority of Americans aged18-24 (53%) and 25-34 (64%) now own
smartphones.
 The average cell-phone user texts more than calls. Average user
receives/places 12.3 calls per day but receives/sends 41.5 texts per day.
(Pew Internet, 2011)
*data and image
from Nielsen Wire,
December 2011

3. (guy)

4.  Small, undergrad
liberal arts campus
 Most students have
mobile phones
 Popular Ask Us 24/7
Chat (IM) service
 Rolled out text
reference service
March 1, 2010

5.  What are the library’s hours?
 How do I log onto the wifi with my laptop?
 What’s the call number for book X?
 Help! The printer’s not working!
 Where is the “N” section?

6. “Still of Drew Barrymore in Scream.” Dimension Films. 1996. Retrieved from
Internet Movie Database. http:www.imdbcom/media/rm3957037312/tt0117571

8. Roving Reference
posters throughout
the stacks
Signs stuck
to every
printer in
the library

10.  Total Text Questions Spring 2011: 76*
 Total Text Messages Fall 2011: 506**
 Total Unique Questions Fall 2011: 394
*pilot with Mosio software began March 1, 2011 (mid-semester)
**SpringShare software rolled out August 22, 2011 (start of semester)

11. After-hours texts tripled from Nov. to Dec. 2011 during Finals Period, when the
Library was open 24 hours (but Text Us was only staffed until 10pm).
In other words, the later the Library was open, the later patrons
texted us … even though Text Us service hours had not changed.

12.  Approximately 57% of texts received in
Fall 2011 were sent from inside the library
 5% were in-depth research questions
 36% dealt with printer, computer, or wifi
issues
 29% were directional (both inside and
outside the library
 25% were ready reference

13. Text (SMS) Reference Chat (IM) Reference
Short, one-off Q&A. No space for
reference interview
Longer dialog/ full reference interview is
possible
Not always synchronous Synchronous
Interaction often prompted by real-
world or location-specific need
Interaction often related to virtual need
or using online resources
Directional & quick reference questions In-depth research questions
Patrons expect a short, speedy answer Patrons expect a longer conversation
Librarians often don’t have enough
characters to tutor/lead and must
provide ready reference answers
Librarians often try to tutor and lead
patrons to the answer without “doing
the work for them”

14. “Are tootsie rolls gluten free?”
-Received 10/31/11 @ 4:07pm
Librarian Reply:
“The following link says YES.
www.tootsie.com/health_info.php”

15. “Hi. Where would I find books on 18th century
sensibility and British Romantic literature?”
-Received 10/6/11 @ 7:44pm
Librarian Reply:
“Many options (tough 2 answer in SMS). See Culture of Sensibility
HQ1593.B37 1992 or http://tinyurl.com/OxfordCompanionEnglishLit.
See ref desk 4 help.”

16. “Will someone let us know downstairs when we
need to leave? I've never been up this late.
My phone is about to die, and it’s my only
clock.”
-Received 9/30/11 @ 12:19 am
Librarian Reply:
“Before closing, the lights
blink & library workers
come around to check
for students. Thanks for
your question!”

17.  Harkens back to pre-Google days of telephone
Ready Reference.
 Anonymity of text might appeal to shy patrons.
 Serves patrons who don’t have smartphones/data
plans (bridges a digital divide).
 Hard to teach information literacy & research skills in
150 characters!
 Does text reference play into a culture of instant
gratification and spoon-fed answers?

18.  Text reference is not “just another virtual reference
tool.”
 Text questions are often related to and sent from the
brick-and-mortar library.
 Texting is a unique increasingly popular means of
communication requiring specialized best practices
and implementation.
 Text Reference can supplement and deepen face-
to-face library services, especially when paired with
Roving Reference.

20.  “Kids Today: How the Class of 2011 Engages with Media.” Nielsen Wire 8 June
2011. Web. 10 Jan. 2012.
 “New Mobile Obsession: U.S. Teens Triple Data Usage.” Nielsen Wire 15 Dec.
2011. Web. 10 Jan. 2012.
 Smith, Aaron. “How Americans Use Text Messaging.” Pew Internet 19 Sept.
2011. Web. 17 Jan. 2012.
 “U.S. Teen Mobile Report: Calling Yesterday, Texting Today, Using Apps
Tomorrow.” Nielsen Wire 14 Oct. 2010. Web. 10 Jan. 2012.
 Image Credits:
› Photographs of Purchase College Library taken by Darcy Gervasio, 2011.
› Text Us posters, button & marketing materials designed by Darcy Gervasio, 2011.
› Public Domain clip art taken from OpenClipArt.org and Wikimedia Commons.
› Screenshots from “Texts from Last Night,” “Damn You Auto Correct,” SpringShare’s
LibAnswers SMS Statistics Module, and Purchase College Library Catalog taken by
Darcy Gervasio using Jing.
› “Average Number of Messages Exchanged Per Month by Age and Gender.”
Nielsen Wire. 2011. Retrieved from Nielsen Wire. Web. 10 Jan. 2012
› “Still of Drew Barrymore in Scream.” Dimension Films. 1996. Retrieved from Internet
Movie Database. Web. 10 Jan. 2012
› “Tootsie Roll Wallpaper Image.” Tootsie Roll Industries. Retrieved from from
www.tootsie.com. Web. 17 Jan. 2012