Integrating text messaging into reference services

Abstract

Purpose

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.

Design/methodology/approach

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.

Findings

The paper further discusses the unique nature of text messaging queries and how this affects the reference interview.

Originality/value

The paper is intended for the reference services manager looking to incorporate text messaging into a library's repertoire of reference services.

Citation

Frantz, P. and Tucker‐Raymond, C. (2011), "Integrating text messaging into reference services", Library Hi Tech News, Vol. 28 No. 5, pp. 8-9. https://doi.org/10.1108/07419051111163839