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
Abstract:
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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