Google Voice

SMS reference services

Purpose

To present the implementation of SMS (Short Messaging Service) for our users

Description of the Service

• It's a free service that brings a number of telecommunication features.

• Calls can be placed/received and then forwarded to other phone numbers

• Voice messages can be recorded and transcribed to text

• Conference calling, call blocking, call screening

• Create custom greeting for specific callers

• Also includes text messaging

Working Model/Prototype

http://www.screencast.com/t/hHkUjzfvDq

Statement of Need

• Our library's biggest population ranges from 14-24 years of age. This age groups sends an average of 70 text messages a day in the US

• This SMS service option can reach this target population

Benefits for the Staff

• Compatible with multiple platforms

• Free service - Although it requires a Google account, it is also free to create an account

• One of the most popular options for SMS reference

• Sets up in less than an hour and service is immediate

Benefits for the Staff (Cont'd)

• Text messages can be forwarded to email. Staff can receive and respond without any disruption to workflow

• Documentation can be saved for future assessment

• Mobile devices compatible with Google Voice can be purchased

• Staff can roam the library while still receiving messages

Benefits for the Public

• Patrons will not need to come to the library to ask questions

• Can send messages directly from a mobile device

Roadblocks & Solutions

• Problem: Private information can be relayed out by the userSolution: Google has private guidelines about information relayed over their services.

• Problem: No IT from the serviceSolution: Have a proactive presence in the forums

Roadblocks & Solutions (Cont'd)

• Problem: Google can discontinue or add a charge to this serviceSolution: Reassess the service or decide to move to a more stable choice

• Problem: No notification feature (Librarians may be too busy to notice new messages)Solution: Messages can be forwarded to the library email. You can also add another computer screen so Google Voice is always visible.

Budget

• Google Voice has no monetary impact on the library

• Based on the needs of the community and the cost of mobile devices, e.g. tablets, the library may purchase these devices in the future to allow for roaming reference librarians

Policies

Created by a committee and set in place prior to software launch

Types of Policies Overview:

• Shorthand in SMS Responses

• Hours of Operation

• Response Time

• Disclaimer of Standard Text Messaging Rates Apply

• Etc.

Advertising

• Brochures and bulletin flyersin and around

the library

• Library's main web page

• All library's social media sites: Facebook, Twitter, and the library blog

Training & Maintenance

Staff Training:• 1-2 hour sessions w/hands on workshops to learn

and experiment with the software

• Best practices will be reviewed on a wiki

• Quick reference guides will be provided at the reference desk for Google Voice

Maintenance• Virtually non-existent because its an open source

software

• Automatic updates are provided by Google Voice for free

Assessment

• The success of Google Voice will be monitored through data collection. All SMS questions will be retained, questions and responses will be assessed and response times will be evaluated

Assessment (Cont'd)

• Questionnaires will be provided to all patrons so future services will be adjusted based on feedback

• Targeted # of users will be re-evaluated every 6 months

Conclusion

Use Google Voice for library's SMS service because:

· No monetary impact on the budget: Open Source software

· Potential for further expansion within the library (mobile

technology)

· Low maintenance

· Better service to our users

Google Voice will allow us to:

· Extend our reference services without extra cost

· Increase traffic with the reference desk

This service is a an outreach to our younger patrons who are the biggest users of SMS communication

Working Prototype

• Google Voice #: (909) 295-2904

Access google voice here: https://www.google.com/voice