Get 20M+ Full-Text Papers For Less Than $1.50/day. Start a 14-Day Trial for You and Your Team.

Learn More →

Text reference service: delivery, characteristics, and best practices

Text reference service: delivery, characteristics, and best practices Purpose – The purpose of this paper is to present a detailed depiction of the text reference environment and its affordance, and suggest strategies to help librarians adhere to the Reference and User Services Association (RUSA) behavioral guidelines in text reference service. Design/methodology/approach – The author reviews the current text reference literature as well as conducts qualitative and quantitative analysis of reference services provided by My Info Quest, the USA's first collaborative text reference service. Findings – Two models of text reference service are uncovered: mobile device based and computer application based. The considerations for developing a service are primarily defined as relating to budget, staffing, and usability. Text reference is characterized as somewhere between synchronous and asynchronous, increasing in volume, and mostly concerned with short, straightforward questions and answers. These factors all influence adherence to RUSA guidelines for behavioral performance of reference librarians, but are not insurmountable. Research limitations/implications – More research is needed to better understand user experience with text reference service. Practical implications – This paper provides ideas to help libraries effectively establish text reference service. Originality/value – The paper presents a detailed set of considerations for libraries that are considering launching text reference service. It also outlines behavioral expectations for librarians providing that service. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Reference Services Review Emerald Publishing

Text reference service: delivery, characteristics, and best practices

Reference Services Review , Volume 39 (3): 15 – Aug 16, 2011

Loading next page...
 
/lp/emerald-publishing/text-reference-service-delivery-characteristics-and-best-practices-YtmwmNvfJG
Publisher
Emerald Publishing
Copyright
Copyright © 2011 Emerald Group Publishing Limited. All rights reserved.
ISSN
0090-7324
DOI
10.1108/00907321111161449
Publisher site
See Article on Publisher Site

Abstract

Purpose – The purpose of this paper is to present a detailed depiction of the text reference environment and its affordance, and suggest strategies to help librarians adhere to the Reference and User Services Association (RUSA) behavioral guidelines in text reference service. Design/methodology/approach – The author reviews the current text reference literature as well as conducts qualitative and quantitative analysis of reference services provided by My Info Quest, the USA's first collaborative text reference service. Findings – Two models of text reference service are uncovered: mobile device based and computer application based. The considerations for developing a service are primarily defined as relating to budget, staffing, and usability. Text reference is characterized as somewhere between synchronous and asynchronous, increasing in volume, and mostly concerned with short, straightforward questions and answers. These factors all influence adherence to RUSA guidelines for behavioral performance of reference librarians, but are not insurmountable. Research limitations/implications – More research is needed to better understand user experience with text reference service. Practical implications – This paper provides ideas to help libraries effectively establish text reference service. Originality/value – The paper presents a detailed set of considerations for libraries that are considering launching text reference service. It also outlines behavioral expectations for librarians providing that service.

Journal

Reference Services ReviewEmerald Publishing

Published: Aug 16, 2011

Keywords: United States of America; Mobile communication systems; Text reference; SMS reference; Text messaging; Texting

References