Mobile Reference Services: The Next Step for Library Technology

1. Mobile Reference Services: The Next Step for Library Technology Alexa Pearce NYU Libraries 01.05.10

2. SMS=short message service SMS is the technology--or protocol--we use to send and receive text messages on mobile devices.

3. Friedhelm Hillebrandon 160-character messages, as reported in the L.A. Times (May 3, 2009) http://latimesblogs.latimes.com/technology/2009/05/invented-text-messaging.html "This is perfectly sufficient," he recalled thinking during that epiphany of 1985, when he was 45 years old. "Perfectly sufficient."

4. Mobile Usage • Nielsen Company:  • U.S. wireless customers, in all age groups, are sending and receiving more texts than voice calls, as of 2008   • 204 avg calls/month vs. 357 avg texts/month • Pew Internet and American Life: •  58% of people with mobile devices have sent and received text messages • 85% of 18-29 year-olds • 65% of 30-49 year-olds • 38% of 50-64 year-olds • 11% of 65+

5. REFERENCE

6. Service Model 1: Mobile Device UserLibrary

7. Service Model 2: IM Conversion Librarian User enters AOL code (246246) plus library screenname, e.g. askbobst, in the body of the text User Librarian enters response in chat window and user receives the message on his/her phone.

8. Service Model 3: Vendor Options Phone Number Model Short Code Model (e.g. nyulib)

9. About NYU •  ARL Research 1 Institution • Largest private university in the U.S. • Total enrollment: 50,917  • 14 distinct schools, colleges & divisions located throughout Manhattan & Brooklyn http://www.flickr.com/photos/wallyg/372294608

10. NYU Libraries began providing its SMS service in March, 2008, using a Blackberry Pearl smartphone.

12. Day-long shifts represented as 1 hour from 8 to 9 a.m.

13. Adding the library as a contact

14. Implications of Using a Mobile Device • Authentication • Continuity in Message Threads • Character Efficiency in Replies • Service Hours and Response Times • Multi-staffing Capabilities  • Collection of Stats and Transcripts

15. IM + SMS Solution

17. Implications of Using an IM Platform • Authentication • Continuity in Message Threads • Character Efficiency in Replies • Service Hours and Response Times • Multi-staffing Capabilities  • Collection of Stats and Transcripts

18. lessons learned... • a/synchronous http://www.flickr.com/photos/lwr/60496147/

19. lessons learned... • location/mobility http://www.flickr.com/photos/wallyg/372294608

20. Texts Received From Within the Library Hi, my name is **** and im here at bobst looking for 'proust was a neuroscientist.' would you be able to help me? How do you use MLA index search from bobst computer? Microfilm machine on 6th floor has error message L7. What does that mean. Also where is the print button? Thanks Looking for HV8666.F6813 it is not on the shelf

21. lessons learned... • content Where can I find articles on why johnson lost the vietnam war and/or how it took over his presidency?  Hi, I am writing a natural history paper on a volcano  in Costa Rica... I'm looking for information about the "feasts of flaying men"...It is part of mesoamerican history  What are theoretical articles and where can  i locate them? Hi I have a research paper due on Nov. 22nd my  paper must focus on the Spanish Civilization in Sicily.  I need to focus on Castille and Aragon. Please help.

22. Reference/Directional Breakdown, 2008-09 Academic Year • 632 SMS transactions, comprising 665 total questions • Reference: 271 (41%) • Directional: 394 (59%) • Compare to IM for same period: • 2329 IM transactions reported, comprising 2849 total questions • Reference: 1929 (68%) • Directional: 920 (32%)

23. conversation length lessons learned... [12:08 p.m.] User:I am trying to find a study comparing results from someone working out at a gym vs at home [12:21 p.m.] Librarian: Hi, I can do some searching & let you know what I find. It may be a little while, is that ok? [12:23 p.m.] User:That's great. Right now I'm searching using the "Science Direct" collection in e-journals. I was wondering if I am looking in the right place [12:25 p.m.] Librarian: Science Direct is a great place to start. I'd also recommend PubMed & Web of Science. [12:26 p.m.] User:That's the answer I was hoping for. Thank you for pointing me in the right direction. Do you think I can find anything?[12:51 p.m.] Librarian: No problem. I'm glad that helped a little. I'm going to try searching in a few minutes. I'm not sure what studies there may be, but we'll look! [12:52 p.m.] User: Unless you can find an EXACT match, don't worry too much. Using the databases you listed, I have already found 5 usable sources by interpreting their results [1:16 p.m.] Librarian: Oh, that's great! I'm really glad to hear it. I'll let you know if I find something that looks good. Another place you may want to look is CINAHL. [1:17 p.m.] Librarian: Oh! And I almost forgot: Health & Psychosocial Instruments (HaPI). [1:19 p.m.] User:Thank you [1:29 p.m.] Librarian: I'm finding a lot of articles that are related, but tend to be in specific contexts, i.e. people with osteoarthritis or in phys therapy, etc. Just let me know [1:29 p.m.] Librarian: If you need more from me. Good luck with your research! [1:31 p.m.] User:That is the type of articles I find too, so at least I know I'm capable of doing research. Thanks for your help [1:33 p.m.] Librarian: Of course. Ask us anytime you have a question. 14 texts exchanged; 85 minutes, start to finish http://smsreference.blogspot.com/2009/09/fw-thats-great.html

24. Texts per Transaction 3.79 = Average total texts per transaction (ref and directional) 4.65 = Average total texts per reference transactions Thank-you Texts 30% of all transactions included thank-you texts from users 61% of transactions including 4 or more texts included thank-you texts from users.

25. Questions? Thank you! alexa.pearce@nyu.edu