This paper aims to analyze data from a pilot study at one academic library using Google Voice for text message (SMS) reference. It also aims to analyze SMS reference question typology, compare question typology to other reference services, and analyze communication in the context of SMS reference.
Analysis of all reference service models was conducted, including question typology. SMS transcripts were analyzed in the following areas: presence of a reference interview, evidence of a referral, number of librarian and patron texts, response time, and transaction duration.
The number of SMS queries was lower than expected. Questions were primarily non‐research‐based or ready reference. The average number of texts per transaction was 7.5. With outliers removed, average response time was 9.5 minutes, and average transaction time was 53.2 minutes. Users appear to be regulating question difficulty.
Data collection occurred during a state furlough period, which likely impacted the number of reference transactions. Conversation analysis and user feedback were not incorporated into this study, but could aid in understanding communication patterns in SMS reference.
Google Voice offers a viable option for implementing SMS reference, and this paper offers direction to interested parties. Challenges in answering complex questions via SMS should not be a concern, since patrons generally are not asking difficult questions.
This pilot study expands the growing body of literature on SMS reference in academic libraries, comparing it to other reference service models at the same institution. It also highlights Google Voice as a free alternative to subscription or fee‐based models of SMS reference service.
