601-Session 15-Myinfoquest
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Transcript of 601-Session 15-Myinfoquest
Txt 4 answers!
Collaborative Text Messaging Reference ServiceGoing Where the People Are Since 2009!
Lori BellSchool of Library and Information Science
San Jose State University
My Info Quest
Trends in Mobile Devices & Texting:
82% of U.S. adults and 75% of U.S. teens own a cell phone or mobile device (Blackberry, iPhone, etc.).*
72% of adult cell phone users send and receive text messages, up from 65% in Sept. 2009. 87% of teens with cell phones/mobile devices text. *
Teens text 50 messages a day on average; adults, 10.*
More text messages are sent than voice—even for adults having cell phones/mobile devices.*
Is mobile technology the service platform of the 21st century?
Should libraries be reachable via texting? We think so!
*Source: Lenhart, Amanda. Cell Phones and American Adults (Pew Internet & American Life, 9/2/10) http://www.pewinternet.org/Reports/2010/Cell-Phones-and-American-Adults.aspx.
My Info Quest
Libraries & Texting:
Increasingly libraries are offering text messaging services (AIM, Meebo, Plugoo, Skype, Altarama, Text a Librarian).
Often services are opened limited hours.
With limited budgets & staff, libraries need a lower risk/lower cost way to accept questions via text messaging.
My Info Quest:
A collaborative text messaging reference service enabling people to ask questions via a cell phone/mobile device.
Librarians answer from a computer—not from a cell phone.
Pilot Project Software: Altarama; PeopleWhere—with many thanks to the vendors! Software as of 1/1/11: Text a Librarian.
Questions are limited to 160 characters; answers to 320 characters.
Over 60 U.S. libraries participate in the pilot.
Volume: July 2009-June 2010- 8,274.
Open 80 hours per week—hours depend on no. of libraries.My Info Quest
My Info Quest
Why Collaborate?
• Share desk shifts among many libraries. • Offer the service to your users more hours.
• Uniform guidelines/quality assurance.
• Collective bargaining power—deeper discounts.
• Share marketing materials & PR strategies.
• Share a website/web design.
• Meet users at their point of need.
My Info Quest
Participating Library Responsibilities:
Cover the desk minimally 2 hrs. per week.
Attend user/advisory online meetings & training sessions.
Participate in a working group if you can: Policies & Procedures, Training, PR/Marketing, Scheduling, Sustainability.
Mobile device/cell phone is not needed to participate!
Cost after January 2011 per year: $399.00/library or library system (buys 1 keyword & 3 passwords)
My Info Quest
Questions: MIQ answers a wide range of questions, usually “ready
reference.”
◦ How many countries are there? ◦ What is the address of the XX Restaurant? ◦ When is high tide at Manhattan Beach? ◦ How old do you have to be to work at XX? ◦ How do I renew a book? I lost my password. ◦ Does the XX Library have Peter Pan on audiocassette? ◦ How do I make a mold for a skateboard truck? ◦ When is the next story hour at the xxx branch? ◦ Where is the closest DMV office to zip code XXXXX?
Types of information requests not designed for MIQ: Responses needing longer than 320 characters, in-depth research, medical & health advice, or tax advice.
MIQ answers most questions and has a disclaimer about not providing medical, tax, or legal advice.
Goal – a response time of less than 10 minutes.
What is Second Life?
A 3-D online, virtual, digital world imagined, created, and owned by its residents.
Linden Lab provides the platform. SL is populated by 20+ million
residents.
SL is a complete world with communities, churches, cultures, programs, businesses, recreation, buildings, and services.
SL is used increasingly by organizations.
Marketing 2 Audiences:
Librarians
My InfoQuest Business Card
Talking Points for Librarians
FAQsPress ReleaseSocial Networks
Library Users
BookmarksMarketing IdeasPostersAcademic ChecklistTalking Points Press ReleaseSocial Networks
My Info Quest
Social Network Presences:
My Info Quest
My Info Quest
Program Evaluation:
In process of obtaining perspectives from: Users, Librarians & Administration.
Measurements for evaluation: statistics, transcripts, user surveys, interviews & focus groups.
A few points:◦Many users come back.◦We can provide helpful responses in under360
characters (Text a Librarian indicates questions average 50 characters; responses 100).
◦MIQ has been a segue into other library services.◦Volume is increasing.◦MIQ helps to maintain relevance to our communities.
My Info Quest
Join Us!
Project evaluator: Dr. Lili Luo, St. Jose State U. ([email protected])
Project coordinator: Lori Bell ([email protected])Project administration: Mary-Carol Lindbloom, SCRLC (
Visit us @ www.myinfoquest.info Join our googlegroup @
http://groups.google.com/group/InfoQuest