Library text messaging latest trend on campuses
Haley Russell was visiting family in Kennesaw when she tried to get some work done. But the Agnes Scott College student couldn’t remember the password to one of the library’s databases.
She could have called the reference librarians for help. But she texted instead.
Agnes Scott is among the more than 300 college libraries across the country offering text messaging to connect with students, according to companies that provide the technology to support it. Librarians at Savannah State University have been texting with students since October. Valdosta State University plans to offer the service in May, and librarians at Georgia State University have discussed a similar program.
For several years, students have sent librarians questions by e-mail, instant messaging and live Web chats. Many colleges are adding text messaging as today’s students rely on cellphones and other mobile devices instead of computers.
“We see so many students tapping on their cellphones that it only made sense for us to offer texting,” said Elizabeth Bagley, library director at Agnes Scott, which started the service in December. “This is the way they communicate and we need to adapt to their ways.”
That doesn’t mean there hasn’t been a learning curve.
Agnes Scott’s service includes a computer-based translator in case librarians are confused by OMG, LOL, R U and other abbreviations used in texts. (That would be “oh my god,” “laugh out loud” and “are you” for those not versed in text-speak.)
The texts go to a computer where a reference librarian can immediately respond with up to 305 characters in each message. Students get answers sent to their cellphones. Agnes Scott pays about $800 for the service.
“It was really easy to use,” said Russell, the Agnes Scott junior. “I like that they’re doing things to make it easier for us, instead of making us do things because it’s the way they’ve always done them.”
Several college librarians credit Savannah State with being the first in Georgia to text. Students have asked about hours of operation, how to find databases and in-depth research questions, said Mary Jo Fayoyin, director of library services.
“If we want to meet their needs we have to be in tune to what they use to communicate in their personal lives and with their peers,” Fayoyin said.
Texting allows the librarians to be more efficient. Multiple librarians have access to the texts and can respond even if they are not at their desks, Fayoyin said. If someone is busy, another librarian can respond quickly.
If students call or walk in with a question and the librarian is helping someone else, they have to wait their turn, she said.
Students at Agnes Scott are more likely to text a question than to e-mail or call it in. Reference librarians received 34 texts, but only 16 phone calls and 19 e-mails from Dec. 8 when texting started through Feb. 23, according to college data. During that time, the librarians fielded 117 requests through instant messaging and 226 in person.
Casey Long, a librarian at Agnes Scott, envisioned sending students text alerts when books are overdue or letting them know when a requested item becomes available.
“This fosters goodwill by showing students that we care,” Long said. “Of course technology is constantly changing. Who knows how we’ll be communicating next?”
