Text Messaging was introduced by Ask a Librarian on October 25th with little fanfare for the users. While all of us, were training, creating scripts and otherwise preparing – we expected initial growth to be slow and did little promotion for this new service point, with the idea that the new year would hold new wisdom we’d gleaned from our first few months being live.
However- users are finding us!!!! We are so excited with our first month of service’s usage numbers. In November, we answered 566 text messages! Not bad for a new service. As one of the first statewide services offering collaborative Texting, you are really part of a historic step for libraries!
Best Practices Update
Last Friday, the SMS taskforce got together to discuss the first month. We realize there are a few bumps – but we are looking at how they can be fixed. One of the biggest issues seems to be “threading” – a user replying to a librarian and the answer being picked up by another librarian. When answering a user with a question or answer that would likely generate a response from the user, here are a few tips to help you:
- Mark the reply “Follow-Up”, which is the check box just to the right of the Send button. Follow-up questions and answers are located in a shared tab so others can see your history. Follow-up includes not only what users texted but how librarians responded.
- Be On the Lookout! Many texters who return do so fairly soon, so watch the queue for your user returning by their phone number and/or library designation.
- Be vocal when leaving the desk. If you have expectations or knowledge that may help others help a returning user, definitely share that. Letting others know the situation in the agent chat room may prevent confusion on a returning text and prevent other staff from reinventing the wheel. Speaking up helps everyone, including the user.
More information on best practice patterns is emerging every day; in the meantime, these should definitely help us to acclimate to and excel in this exciting new world of text reference. The taskforce will be doing some in-depth analysis of texts and hopes to have additional best practices recommendations as we analyze the past month.
Do you have another tip or trick you have found useful? Please let us know!!
Promotion: Where are all these users coming from?
Ask a Librarian has added your local texting phone number to your customer portal page, widgets and mobile pages.
Libraries are also promoting texting to their users. Here are some examples, we have seen:
Another Effective Promotional Tool is a QR Code. Here are two examples codes. These codes are easily generated and can be used on everything from bookmarks to handouts to business cards.
There are several free QR code generators – I personally use http://qrcode.kaywa.com/
What are you planning at your library in 2011 to promote Ask a Librarian and Ask a Librarian Texting?