IM and SMS Reference Services for Libraries (The Tech Set No. 19)

Citation

Clements, C. (2013), "IM and SMS Reference Services for Libraries (The Tech Set No. 19)", Library Review, Vol. 62 No. 4/5, pp. 354-355. https://doi.org/10.1108/LR-02-2013-0031

Number 19 in the Tech Set series, IM and SMS Reference Services for Libraries by Amanda Bielskas and Kathleen M. Dreyer, follows the practical approach of the first set of volumes and is accompanied, fittingly, by web pages and podcasts on the companion web site.

This volume is well placed to meet the knowledge needs of any library investigating new or refreshed customer contact points using IM (instant messaging) and/or SMS. The content is very accessible for busy, project‐focussed librarians, and assumptions about skills, library size and capability are carefully avoided. The technical information is well presented with enough detail for readers without specialised software, system or web development knowledge to gain a good understanding of how the service could work from the staffing, customer and technical aspects. There is a wealth of thoughtful, additional information throughout the book which provides context, practical reminders and pointers, and enough depth to guide a project team from initiation to successful implementation of an IM or SMS service. For example, the software solutions listed include one or two proprietary virtual reference services to provide context for the IM‐only options. There is a recommended reading list, which, knowing their audience, the authors have annotated to assist readers in choosing relevant additional information.

Libraries considering an IM or SMS reference service are likely to focus on what technology will be put into place. The Tech Set approach focuses on “how to”, and there is not a lot of discussion about the merits or otherwise of the various solutions. It is necessary, in any case, to do your own research on the likely software solutions for the particular service situation and to check for recent developments. This volume focuses more on the change management side of implementing a new service, and this is appropriate: setting up a new service has implications across the entire library and the technical implementation is only one aspect. The pros and cons of the various options are outlined in a matrix. This is helpful but an implementation team will need to delve further and try out options before deciding what software would suit the situation best and whether there are other means for getting the functionality required. For example, a “con” noted for the Meebo widget is that transcripts cannot be saved (p. 6), however implementing Pidgin with Meebo will overcome this.

In keeping with the “how to” approach, the reason for implementing an IM and/or SMS reference service is taken as a given: “[…] it is imperative […]” and “[…] patrons are habituated to IM help on retail sites […]” (p. 3). However, the reason for implementing a service is usually critical to its success, not to mention contributing to the measurement of that success. The primary aim of implementing change must be thoroughly understood by the project team and clearly communicated to staff. If a primary aim is to engage undergraduate students with reference services, for example, this will inform the project in a different way to providing a service primarily aimed at increasing contact with distance students. Furthermore, experience has shown us that IM and SMS services are used for contacting the library for a variety of information, and not necessarily mainly for reference questions. Taking this into account informs who will staff the service and raises the important question about how queries can be handed to the appropriate part of the service. The book is nonetheless a comprehensive primer for setting up an IM or SMS service with highly readable content, interesting layout and attention to every aspect of initiating and managing the service.