Full Record – Author

Ref Type: Journal Article

Authors: Cassidy, Erin Dorris, Colmenares, Angela, Martinez, Michelle

Title: So Text Me–Maybe

Publication Full: Reference & User Services Quarterly

Year: 2014 Volume: 53 Issue: 4

Start Page: 300 Other Pages: 312

Descriptors: library reference services, text messaging


Assessment has become a persistently hot topic in the library world, particularly when it comes to establishing value for academic library services. In an effort to assess performance and develop training tools to improve text/SMS reference services for an academic library, we used the Reference and User Services Association’s Guidelines for Behavioral Performance of Reference and Information Service Providers as the framework for an analytic rubric. We then used the rubric to assess academic librarian responses collected over a three-year period as part of text/SMS reference service. Results include implications for librarian friendliness, response time, attentiveness, and follow-up, as well as patron return rates. Comparative trends in text reference and the physical reference desk response times are also examined.




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