Mobile technologies are becoming increasingly ubiquitous in everyday life – “today's library patrons are communicating via IM and SMS, and forward-thinking libraries are offering to become their regular contacts” (p. vii). As all information managers know, Google does not hold the answer to everything, so “IM and SMS services offer a way to allow patrons to get answers immediately and they establish the library as an integral part of their information-seeking process” (p. vii). In this book, Bielskas and Dreyer use their experience in setting up IM and SMS reference services at Columbia University Libraries to provide other librarians with clear advice and step-by-step instructions on every aspect of the process, from selecting a provider to achieving staff buy-in through culture change, from marketing the new service, to maintaining it, and much more.
The books begins by introducing the reader to IM and SMS reference services, briefly touching on “who, why and how”. It should be noted that Bielskas and Dreyer are purely focussed on IM and SMS reference, and that although e-mail reference services are not discussed, e-mail “should be included in a robust virtual reference service” (p. 2).
Chapter two offers a comprehensive list of the pros and cons of various IM and SMS reference services. This list is an extremely valuable tool, especially for US-based librarians, but unfortunately not all of the services mentioned are available outside the US, so other librarians will need to look at this list as merely the starting point for their own research – what to look for in a provider, how much it should cost, and etcetera.
One of the more universally useful features of this chapter is a table of IM/SMS speak and emoticons, allowing librarians to condense their responses without compromising clarity.
Chapter three offers practical instructions on how to assess patrons' reference needs, particularly through analysis of focus groups and surveys.
Chapter four is one of the most important chapters, as it discusses staff and management buy-in. People are often suspicious and fearful of change, and this chapter offers solutions on how to prepare, implement and sustain change, whilst including staff in every step as an integral part of the process.
The following chapter is a step-by-step guide on how to implement the IM/SMS reference service. It discusses how to evaluate and tailor the service to suit the library, and how to set up appropriate scheduling, staffing and training systems. Bielskas and Dreyer recommend and provide instructions on how to create and promote an internship program to recruit and train library science students to help deal with the increased workload and extended hours. Alternative staffing recommendations are provided, as not all libraries are in a position to use interns.
Bielskas and Dreyer also gets into the technical side of things, discussing the pros and cons of various widgets, showing librarians how to create and use widgets, and then running through how to set-up a SMS reference service using Google Voice (Google Voice is only applicable to US-based libraries). Advice is given on how to design mobile-friendly services and widgets, and on how to deal with one of the most annoying aspects of messaging – spam.
Chapter six shows readers how to develop a marketing strategy suitable for their audience, aims and budget, and provides practical advice on design, branding and promotion.
The development of best practices is the theme of chapter seven, this includes how to set-up policies and guidelines for the IM/SMS reference service, and how to counter staff resistance to change. Bielskas and Dreyer discuss the pros and cons of using pre-formatted (canned) messages in establishing consistent best practices.
Chapter eight provides information on how to use metrics to evaluate the IM/SMS reference services – measuring success, identifying areas for improvement, and then following-up on results.
Lastly, the authors briefly discuss developing trends that may be of use in the reference services of the future, including online VoIP, video, co-browsing reference software, and various mobile applications. IM and SMS Reference Services for Librarians ends with the hope that these new and exciting technologies will “inspire you toward new areas in which to experiment and explore” (p. 94).
The book does not truly end here. There is a comprehensive recommended reading list, so that librarians can gain a more in-depth understanding of the various aspects of virtual reference services. As IM and SMS Reference Services for Libraries is part of The Tech Set series, it also provides access to companion web content, including author podcasts so that the material is always up-to-date.
Two small criticisms (easily overcome) of IM and SMS Reference Services for Libraries are the font, and the price.
A serif font is used, one that is not easy or pleasant to read. In stark contrast to this, a sans serif font is used for the information boxes and tables, and whilst this sans serif font is much smaller, it is far easier to read than the main text. Despite this flaw, the actual content of the book is so interesting and easy to read that once you get into it you can easily ignore the font.
IM and SMS Reference Services for Libraries is not cheap. It is £34.95 direct from Facet Publishing (excluding delivery and VAT). This seems quite pricey for a book that is only 109 pages long including preface and index, but the potential value of this book can far outweigh the cost. For librarians looking to implement IM and SMS reference services, or trying to find ways to improve existing services, for librarians that are searching for inspiration, or just wanting to stay informed of current trends, learning about this new way to connect and communicate with patrons will be well-worth £34.95. The additional material also provides good value for money, ensuring that readers have access to current content.
You do not need to be a tech-head to read IM and SMS Reference Services for Librarians – it is accessible to all readers. This book will be of particular use to academic librarians looking for ways to connect with tech-savvy students, but it can also be of use to other librarians looking for fresh ideas to tweak their own reference services. Many of the chapters can be adapted for various projects that require planning, marketing, social change, development of best practices and use of metrics.
Libraries shouldn't just keep-up with technological change, but need to create new and innovative ways to lead this change in order to remain a prominent and dynamic source of information provision. IM and SMS Reference Services for Librarians demonstrates new ways to connect with patrons, and it is this connection that libraries need to remain relevant in this increasingly mobile world.
