Amanda Bielskas and Kathleen M. Dreyer, London, Facet Publishing, 2012, , 107 pp, £34.95 (soft cover, companion website and podcasts available at www.alatechsource.org/techset/), ISBN 978-1-85604-844-6, (available from Inbooks)
With the generational shift and the increased use of mobile devices, libraries need to expand their reference services to meet evolving client needs. Instant messaging (IM, also known as chat) and SMS are forms of communication that are now widely used. This guide has been written for those who wish to implement or expand their current virtual reference service to include IM and SMS. The authors (from Columbia University) share their insights from having implemented a dual solution, but do make the point that what they have written could just as easily be applied to one or the other.
As the administrator of an ‘Ask a Librarian’ service (encompassing email, chat and SMS), I wish this book had been available when I began in the role. It was also a time when the service was undergoing major change, which meant implementing a new staffing model, hours of service, training and a marketing campaign – all aspects covered in the text. Having gone through such a process and reading this book now, I highly recommend the content. Although this volume is compact, its authors, Bielskas and Dreyer, detail the important considerations that must be made to build and launch an IM/SMS service.
Following an introductory chapter, Chapter 2 offers an overview of the types of solutions and software available, depending on a library's needs and budget. The summary tables outlining the pros and cons are a useful visual aid. Following this, planning, implementation and evaluation issues are discussed. It is important to assess the needs and goals for a new service and conduct focus groups and surveys to help determine how to proceed or improve, but it is staff attitude and involvement that are especially critical. Preparing the staff well and addressing any questions or concerns help to create a quality, consistent service. Because of this, Chapter 5 (‘Implementation’) and Chapter 7 (‘Best Practices’) particularly resonated with me.
Determining the right staffing model and providing good training and documentation are covered, addressing such issues as how a service will be scheduled, who can staff it and the expectations of those who staff it. Scheduling and software affect how best practice will be handled. The SMS and IM environments are also very different from face-to-face reference, so establishing guidelines is key. Suggestions are made regarding staff providing their names to clients, using text speak, handling multiple clients and the timeframe for answers. Depending on the staffing model, relationships between operators (staff) are also discussed, as well as the value of using canned responses where appropriate.
The final chapter investigates developing trends that could have an impact on virtual referencing in the future. Of the tools mentioned, I can see the potential of video chat as the next iteration. It may be the subject of a future Tech Set volume. For now, those who have not considered IM or SMS reference should do so. Before investigating the options available, this is a must-read.
© 2013, Daniel Giddens