“It's research made easier!” SMS and chat reference perceptions

Abstract

Purpose

The purpose of this paper is to discover how college students perceive text messaging reference (SMS), chat reference, and face‐to‐face reference services.

Design/methodology/approach

The authors administered surveys about chat, text messaging (SMS), and face‐to‐face reference to students enrolled in a one‐credit library skills course. Survey results focus on users' willingness to return, their perceptions of chat and text messaging (SMS) reference, and the reasons they choose to utilize different communication mediums for reference service.

Findings

College students value the availability of high‐quality, quick, convenient, personalized reference assistance, regardless of medium used.

Practical implications

Academic libraries can personalize reference services, but also need to offer ways for patrons to ask questions anonymously.

Social implications

Robust communication contributes to the perceived usefulness and success of library reference services. Effective reference service provided at the point‐of‐need helps build positive student‐librarian relationships.

Originality/value

This study aims to contribute to reference services research by bringing new technology into consideration. It focuses on two technologies (chat and SMS reference) in light of another available method (in‐person reference desk). This study is based on a 2002 study about patron perceptions of chat reference (Ruppel and Fagan), which is compared to the current study's results.

Citation

Ruppel, M. and Vecchione, A. (2012), "“It's research made easier!” SMS and chat reference perceptions", Reference Services Review, Vol. 40 No. 3, pp. 423-448. https://doi.org/10.1108/00907321211254689