Darcy GervasioReference & Instruction Librarian/Text Reference CoordinatorSUNY Purchase College Library

ALA Midwinter, January 21, 2012Dallas, TX

In the 3rd quarter of 2011, U.S. teens aged 13-17 sent on average 3,417 textsper 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 ownsmartphones.

The average cell-phone user texts more than she calls. Average userreceives/places 12.3 calls per day but receives/sends 41.5 texts per day.(Pew Internet, 2011)

*data and imagefrom Nielsen Wire,December 2011

(guy)

Small, undergradliberal arts campus

Most students havemobile phones

Popular Ask Us 24/7Chat (IM) service

Rolled out textreference serviceMarch 1, 2011

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?

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

Roving Referenceposters throughoutthe stacks

Signs stuckto everyprinter inthe library

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)

After-hours texts tripled from Nov. to Dec. 2011 during Finals Period, when theLibrary was open 24 hours (but Text Us was only staffed until 10pm).

In other words, the later the Library was open, the later patronstexted us … even though Text Us service hours had not changed.

Approximately 57% of texts received inFall 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 “quick” or “ready reference"

Text (SMS) Reference Chat (IM) Reference

Short, one-off Q&A. No space forreference interview

Longer dialog/ full reference interview ispossible

Not always synchronous Synchronous

Interaction often prompted by real-world or location-specific need

Interaction often related to virtual needor 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 enoughcharacters to tutor/lead and mustprovide ready reference answers

Librarians often try to tutor and leadpatrons to the answer without “doingthe work for them”

“Are tootsie rolls gluten free?”-Received 10/31/11 @ 4:07pm

Librarian Reply:

“The following link says YES.www.tootsie.com/health_info.php”

“Hi. Where would I find books on 18th centurysensibility and British Romantic literature?”

-Received 10/6/11 @ 7:44pm

Librarian Reply:

“Many options (tough 2 answer in SMS). See Culture of SensibilityHQ1593.B37 1992 or http://tinyurl.com/OxfordCompanionEnglishLit.See ref desk 4 help.”

“Will someone let us know downstairs when weneed to leave? I've never been up this late.My phone is about to die, and it’s my onlyclock.”

-Received 9/30/11 @ 12:19 am

Librarian Reply:

“Before closing, the lightsblink & library workerscome around to checkfor students. Thanks foryour question!”

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?

Text reference is not “just another virtual referencetool.”

Text questions are often related to and sent from thebrick-and-mortar library.

Texting is a unique increasingly popular means ofcommunication requiring specialized best practicesand implementation.

Text Reference can supplement and deepen face-to-face library services, especially when paired withRoving Reference.

“Kids Today: How the Class of 2011 Engages with Media.” Nielsen Wire 8 June2011. 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 AppsTomorrow.” 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 byDarcy 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 InternetMovie Database. Web. 10 Jan. 2012

› “Tootsie Roll Wallpaper Image.” Tootsie Roll Industries. Retrieved from fromwww.tootsie.com. Web. 17 Jan. 2012