Pros & Cons of IM/SMS for Virtual Reference. Kris Johnson, Coordinator AskColorado Virtual Reference Collaborative Colorado State Library Albuquerque, New Mexico - March 15, 2007. For Your Consideration -. Using IM or SMS for Virtual Reference. General Presentation Outline.
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Kris Johnson, Coordinator
AskColorado Virtual Reference Collaborative Colorado State Library
Albuquerque, New Mexico - March 15, 2007
Using IM or SMS for Virtual Reference
Call Center Software
“Reference service initiated electronically, often in real-time, where patrons employ computers or other internet technology to communicate with reference staff.”
“A form of virtual reference (or digital reference) in which the librarian and user exchange typed messages via an internet connection. Distinguished from other types of Virtual reference because it is a synchronous communication method, rather than something like email, which is asynchronous. ”
“Instant messaging or IM is a form of real-time communication between two or more people based on typed text. The text is conveyed via computers connected over a network such as the Internet.”
“A form of virtual reference (or digital reference) in which users can send questions on their cell phones via SMS (also known as text messaging). ”
SMS = Short Message Service
"This site is awesome and I recommend it to many people. I know the internet has a wealth of information on it but so often it is hard to find. Your site takes so much of the frustration out of research. Thank you! Thank you!”*
AskColorado received 50,000+ queries in 2006
"The ultimate goal is to have a computer that has the kind of semantic knowledge that a reference librarian has," says Google's director of technology Craig Silverstein. But truly smart search engines are probably decades away.”*
*Newsweek (3/29/2004): p.58
* Pew Internet and American Life Project. Teens and Technology. 07/27/2005.
Text messagee-mailtext message
Pew Internet and American Life Project. The Rise of Cell Phone Text Messaging. March 14, 2005.
a.k.a. Live Chat Support Software; Live Support Software
Dennison Memorial Health Sciences Library (Denver, CO) is Using Call Center Software
Kris Johnson - AskColorado Coordinator
Colorado State Library
firstname.lastname@example.org - 303-866-6922