IM and SMS Reference Services for Libraries
Amanda Bielskas and Kathleen M. Dreyer
Users want real-time answers to their reference questions wherever and whenever they are. Increasingly, that means SMS and IM services. Providing those is easier than you might think! This manual offers information on the technological aspects of providing such a service, as well as how to create a training program for librarians and how to build an internship program to expand the service. The authors walk you through choosing the right software, including setting up a Google Voice account instead of buying a cell phone for your text messaging reference service. It also covers how to assess the needs of your library, get staff buy-in to implement a new program and change the culture at your library, as well as organize and implement a staff training program.