A recent thread in the DIG_REF listserv addressed the integration of text messaging into mainstream reference service. The purpose of this paper is to expand upon that discussion, pointing out the predominant software used by libraries to handle text message reference questions and the volume of reference traffic generated by text messaging queries.
The paper also addresses the ramifications on staffing of the added traffic in text messaging and how libraries might market text messaging reference services to their patrons.
The paper further discusses the unique nature of text messaging queries and how this affects the reference interview.
The paper is intended for the reference services manager looking to incorporate text messaging into a library's repertoire of reference services.
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