Online Reference
From Library Success: A Best Practices Wiki
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*[http://www.kslib.info/ask.html State Library of Kansas (KS)] - Uses Google Voice (send SMS to 785-256-0733) | *[http://www.kslib.info/ask.html State Library of Kansas (KS)] - Uses Google Voice (send SMS to 785-256-0733) | ||
*[http://www.tscpl.org/ask/ Topeka-Shawnee County Public Library (KS)] - Uses Google Voice (send SMS to 785-274-9494) | *[http://www.tscpl.org/ask/ Topeka-Shawnee County Public Library (KS)] - Uses Google Voice (send SMS to 785-274-9494) | ||
| − | *[http://www.library.uni.edu/ask-us-research-help University of Northern Iowa (IA)] - Uses Google Voice (send SMS to 319-242-1508) | + | *[http://www.library.uni.edu/ask-us-research-help University of Northern Iowa Library (IA)] - Uses Google Voice (send SMS to 319-242-1508) |
| − | *[http://www.lib.virginia.edu/askalibrarian/ University of Virginia | + | *[http://www.utulsa.edu/libraries/mcfarlin/ask-a-librarian.aspx University of Tulsa Library (OK)] - Uses Google Voice (send SMS to 918-764-5943) |
| + | *[http://www.lib.virginia.edu/askalibrarian/ University of Virginia Library (VA)] - Uses Upside Wireless' Virtual SMS (send SMS to 434-260-1882) | ||
*[http://www.utcourts.gov/lawlibrary/contact/ Utah State Law Library (UT)] - Uses Google Voice (send SMS to 801-432-0898) | *[http://www.utcourts.gov/lawlibrary/contact/ Utah State Law Library (UT)] - Uses Google Voice (send SMS to 801-432-0898) | ||
Revision as of 19:28, 17 January 2010
Contents |
Software for SMS Reference
- Google SMS
- Altarama's Reference by SMS
- AIM Hack: Your users can:
- Send a message to 246246 (AIMAIM)
- Enter the text "send [library's AIM address] [question]" (without quotations or brackets)
- For example:
- send anytownlibrarychat what are yr hours?
- From that point on, send and receive messages as you normally would. (Your patron doesn't need to use the account prefix, etc. for each message during the session)
- Standard messaging rates will apply
- Text a Librarian, Powered by Mosio - Text Message (SMS) Reference Services. Accessible on over 260 million US mobile phones using a mobile, cell phone carrier approved technologies. Used by single branch libraries or multi-library cooperatives.
- LibraryH3lp Android SMS Gateway - Library provides the Google Android phone and creates a gateway using LibraryH3lp. Patrons text a phone number, not a short code. Text messages can be flexibly routed and transferred among librarians.
- LibraryH3lp Google Voice Gateway - Library obtains a Google Voice account and phone number. Patrons text a phone number, not a short code. Librarian respond via IM as with other LibraryH3lp questions.
- Upside Wireless is an SMS gateway company used by UCLA Libraries
Software We Like for IM Reference
If you would like to recommend software, please sign your name to the recommendation so that we know it's not from a vendor. An explanation of why you like this software would be great too!
- Trillian - Multiple network program (Recommended by Meredith)
- Gaim - Open Source, multiple network (Recommended by Meredith) (renamed Pidgin as of April 6, 2007)
- Fire - Open Source, Mac, multiple network (Recommended by Aaron)
- Adium - Open Source, Mac, multiple networks (Recommended by Aaron)
- Meebo - Multiple network, web-based interface (Recommended by Jon)
- Also: Meebo me! is a widget that lets people chat at you directly through your web site.
- Miranda - Multiple networks, thin client, great plugins for scripts using spell checker, works well under low bandwidth, Open Source (Recommended by Steven)
- Web-Based Instant Messengers: A Mini-Guide - listing of 12 web-based IM options
- Libraryh3lp - Anonymous widget on the website so users don't need to use Aim, Yahoo, MSN. Can receive Aim, Yahoo, MSN IMS also. Can run on multiple computers, doesn't display when the library is closed, nice stats/saved transcripts. Inexpensive. (Recommended by Susan)
Software We Like for Other Types of Online Reference
If you would like to recommend software, please sign your name to the recommendation so that we know it's not from a vendor. An explanation of why you like this software would be great too!
- Skype - Free VOIP Software (Recommended by Meredith)
- Unyte - Free 'screen-showing' software, works well with Skype (Recommended by Dansich)
- Windows Live Messenger - Free Voice, Video, Sharing features (Recommeded by Colin]
Libraries Using Virtual Reference Services
Check out the LISWiki's List of libraries providing virtual reference services for a list of libraries providing Virtual Reference services of all kinds.
Libraries Offering SMS Reference Services
- Alliant International University (CA): Uses Google Voice (send SMS to 707-968-7542)
- American University Library (DC): Uses Google Voice (send SMS to 571-766-6349)
- Baylor University Libraries (TX) - Uses Google Voice
- DePaul University College of Law Library (IL) - Uses Google Voice (SMS to 773-980-6894)
- Duke University Business Library (NC) - Uses Google Voice (SMS to 919-627-7842)
- Duke University Divinity Library (NC) - Uses Google Voice (SMS to 919-289-9348)
- Elmhurst College Library (IL) - Uses Google Voice (SMS to 630-384-9409)
- Framingham State College Library (MA) - Uses MyInfoQuest (SMS to 309-222-7740)
- Miami University-Hamilton Library (OH) - Uses Google Voice (SMS to 513-360-8398)
- North Carolina State State University Libraries (NC) - Uses Google Voice (SMS to 919-627-8031)
- Northeastern Illinois University Library (IL) - Uses Google Voice (SMS to 773-442-2758)
- Orange County Library System (FL) - Uses Google Voice (send SMS to 407-574-1146)
- Santa Barbara City College Library (CA) - Uses Google Voice (send SMS to 805-699-5874)
- Southeastern Louisiana University Library (LA) - Uses Altarama (SMS to 985-956-0589)
- St. Francis College Library (NY) - Uses Google Voice (SMS to 347-471-0696)
- State Library of Kansas (KS) - Uses Google Voice (send SMS to 785-256-0733)
- Topeka-Shawnee County Public Library (KS) - Uses Google Voice (send SMS to 785-274-9494)
- University of Northern Iowa Library (IA) - Uses Google Voice (send SMS to 319-242-1508)
- University of Tulsa Library (OK) - Uses Google Voice (send SMS to 918-764-5943)
- University of Virginia Library (VA) - Uses Upside Wireless' Virtual SMS (send SMS to 434-260-1882)
- Utah State Law Library (UT) - Uses Google Voice (send SMS to 801-432-0898)
Libraries Offering SMS by AIM Hack
- Adrian College Library (MI)
- Arlington Heights Memorial Library (IL)
- Binghamton University Libraries (NY)
- Ball State University (IN)
- Bryant University Library (RI)
- Butler University Library (IN)
- Butler University Science Library (IN)
- California State University-Monterey Bay (CA)
- College of Charleston Library (SC)
- College of DuPage Library (IL)
- College of Lake County Library (IL)
- Dowling College Library (NY)
- Duke University Library (NC)
- Duke University Medical Center Library (NC)
- East Carolina University Library (NC)
- Fairfield University Library (CT)
- Greenfield Community College Library (MA)
- Harford Community College Library (MD)
- Hinsdale Public Library (IL)
- Houston Community College Library (TX)
- Illinois Institute of Technology Library (IL)
- Indiana University-South Bend Library (IN)
- Kansas State University Library (KS)
- Loyola Marymount University Library (CA)
- Marygrove College Library (MI)
- Maui Community College Library (HI)
- Miami University Library (OH)
- Miami University-Middletown Library (OH)
- New Providence Memorial Library (NJ)
- Oklahoma State University Library (OK)
- Penn State University Libraries (PA)
- Pepperdine University Library (CA)
- Samford University Library (AL)
- State University of New York-Albany Library (NY)
- State University of New York-Plattsburgh Library (NY)
- St. Mary College Library (IN)
- Swinburne University of Technology Library (AU)
- Texas Christian University Library (TX)
- University of Akron Law Library (OH)
- University of Central Missouri Library (MO)
- University of Central Oklahoma Library (OK)
- University of Delaware Library (DE)
- University of Georgia Library (GA)
- University of Illinois Library (IL)
- University of Iowa Library (IA)
- University of Iowa Library for the Health Sciences (IA)
- University of Kansas Library (KS)
- University of Maryland-Baltimore County Library (MD)
- University of Maryland Engineering Library (MD)
- University of Maryland-University College (MD)
- University of Minnesota-Duluth Library (MN)
- University of Minnesota-Morris Library (MN)
- University of New Hampshire Library (NH)
- University of Southern California Library (CA)
- Wake Forest University Library (NC)
- Washington-Centerville Public Library (OH)
Libraries Using Mosio's Text a Librarian
- Ada Community Library – Boise, ID
- Agnes Scott College - McCain Library - Decatur, GA
- Atlantic Cape Community College – William Spangler Library – Mays Landing, NJ
- Beaver Dam Community Library - Beaver Dam, WI
- Boston College - University Libraries - Boston, MA
- California Institute of Technology – Caltech Library Services – Pasadena, CA
- California State University, Northridge – Oviatt Library – Northridge, CA
- Carol Stream Public Library – Carol Stream, IL
- Carroll County Public Library – New Windsor, MD
- Chapin Memorial Library – Myrtle Beach, SC
- Charleston County Public Library - Charleston, SC
- College of St. Benedict / Saint Johns University - St. Joseph, MN
- Colorado State University, Pueblo – University Library – Pueblo, CO
- Cornell University - Cornell University Library Labs - Ithaca, NY
- Davidson College – E.H. Little Library – Davidson, NC
- Denton Public Library - Denton, TX
- Dominican University of California - Archbishop Alemany Library - San Rafael, CA
- Duquesne University - Gumberg Library - Pittsburgh, PA
- East Baton Rouge Parish Library - Baton Rouge, LA
- Evansville-Vanderburgh Public Library – Evansville, IN
- Falmouth Public Library - Falmouth, MA
- Florida Atlantic University – University Libraries – Boca Raton, FL
- Free Library of Philadelphia, Philadelphia, PA
- Geneva Public Library - Geneva, IL
- Hartford Public Library - Hartford, CT
- Haverhill Public Library - Haverhill, MA
- Henderson District Public Libraries – Henderson, NV
- Indiana University-Purdue University Indianapolis - University Library - Indianapolis, IN
- Kent State University – University Libraries – Kent, OH
- La Crosse Public Library - La Crosse, WI
- Langston University – University Libraries – Langston, OK
- Loyola University of Chicago – Cudahy Library – Chicago, IL
- Mastics-Moriches-Shirley Community Library - Shirley, NY
- Memorial Hall Library – Andover, MA
- Middlebury College - College Libraries – Middlebury, VT
- Moline Public Library – Moline, IL
- Monterey Institute of International Studies - William Tell Coleman Library - Monterey, CA
- Naval Postgraduate School - Dudley Knox Library - Monterey, CA
- Newark Public Library – Newark, NJ
- Ouachita Parish Public Library – Monroe, LA
- Pasadena City College - Shatford Library – Pasadena, CA
- Pellissippi State Technical Community College – Campus Library – Knoxville, TN
- Plainfield Public Library - Plainfield, IL
- Point Park University – University Library – Pittsburgh, PA
- Princeton Public Library – Princeton, NJ
- Public Library of Cincinnati and Hamilton County – Cincinnati, OH
- Sachem Public Library – Sachem, NY
- San Jose Public Library - San Jose, CA
- San Jose State University - University Library - San Jose, CA
- Santa Clara County Public Libraries – Santa Clara, CA
- Santa Clara University - University Library - Santa Clara, CA
- Santa Clara University - Heafey Law Library – Santa Clara, CA
- Seattle Pacific University - University Library – Seattle, WA
- Southwestern College – Deets Library – Winfield, KS
- Southwestern Oklahoma State University – Al Harris Library – Weatherford, OK
- Springfield College - Babson Library - Springfield, MA
- St. Charles Public Library – St. Charles, IL
- Terrebonne Parish Library System - Houma, LA
- Towson University – Cook Library – Towson, Maryland
- University of California - Doe/Moffitt Libraries – Berkeley, CA
- University of California Berkeley - Kresge Engineering Library - Berkeley, CA
- University of California Merced - Library - Merced, CA
- University of Michigan - Dearborn - Mardigian Library - Dearborn, MI
- University of Missouri, Kansas City – University Libraries – Kansas City, MO
- University of Nevada - University Library - Las Vegas, NV
- University of Pennsylvania - Libraries: Main, Lippincott & Biomedical - Philadelphia, PA
- University of St. Thomas - Doherty Library - Houston, TX
- Wagner College - Horrmann Library - Staten Island, NY
- William Paterson University – Cheng Library – Wayne, NJ
- Yale University - University Libraries - New Haven, CT
- Yale University - Harvey Cushing/John Hay Whitney Medical Library - New Haven, CT
Libraries Using Skype Reference
- Framingham State College Library (MA)
- Ohio University Library (OH)
- Taylor University Library (IN)
- University of North Carolina-Greensboro Library (NC)
- University of Waterloo Library (ON)
Libraries Using IM Reference
This section now has its own page.
Blogs/Websites to Watch
- Walking Paper by Aaron Schmidt
- Librarian in Black by Sarah Houghton-Jan
- Digital Reference by Stephen Francoeur
- AskAway @ Winnefox by Joy Schwarz
- Dissertation Research Blog by Lissa Lord
- LibrariDan by Dan Sich
- Library H3lp
Specific Blog Posts/Articles to Check Out
- IM Talking Points at Walking Paper by Aaron Schmidt.
- Instant messaging and security: how to talk to IT at Librarian in Black by Sarah Houghton-Jan
- Collaborative reference work in the blogosphere by Jerrey Pomerantz and Frederic Stutzman
- Teens and Technology from the Pew Internet & American Life Project (July 2005)
- AOL Second Annual Instant Messaging Trends Survey
- IM Me by Aaron Schmidt and Michael Stephens. Featured in Library Journal in April, 2005
- Chat Reference at Morrisville State College Library by Bill Drew. Featured in Ronan, Jana, ed. Chat reference : a guide to live virtual reference services
- Virtual Reference Software Comparative Review by Jody Condit Fagan. The Charleston Advisor, April 2005, pp. 16-35. (Behind a subscription wall.)
- How Americans Use Instant Messaging from the Pew Internet & American Life Project (September 2004)
- Web-Based Chat VS. Instant Messaging by Sarah Houghton-Jan and Aaron Schmidt. Featured in ONLINE, Jul/Aug 2005.
- web-based chat vs. instant messaging by Caleb Tucker-Raymond at the L-net staff information blog.
- Papa's Got A Brand New (Virtual )Bag by Darren Chase
- War... What is it good for? by Luke Rosenberger from lbr weblog. Post looks at the "war" between web-based virtual reference services and IM.
- Web-based chat and IM: Not "either/or" but "both/and" by Stephen Francoeur from Digital Reference.
- IM Reference: What We've Learned (Homer Township @ Illinois Library Association; October 14, 2005)
- Virtual Reference @ Your Library by Sarah Houghton-Jan. Featured in KnowledgeQuest, Jan/Feb 2005.
- Trillian training materials - by Beatrice Pulliam, a great training for using Trillian in providing virtual reference services.
- See You Online: Gender Issues in College Student Use of Instant Messaging by Naomi S. Baron, Department of Language and Foreign Studies, American University. In addition to interesting findings, this paper includes useful terminology for discussing IM.
- Instant Messaging: Quick and Dirty Reference for Teens and Others by Sarah Houghton-Jan. Featured in Public Libraries, Jul/Aug 2005.
- IM goes live at UNLV Libraries by Sherri Vokey at ::schwagbag::
- Building and Maintaining Digital Reference Services ERIC Digest by Joann M. Wasik (1999).
- Implementing an instant message (IM) reference service by Alec at Librarians at the Gate
- Gaim Setup for Library IM Services by Pam Sessoms and Charles Cobine, UNC-Chapel Hill's Davis Library.
- Using Fee-Based Databases in a Virtual Reference Setting September 2006
- Collaboration as the Norm in Reference Work by Jeffrey Pomeranz A review of the article in RUSQ Fall 2006
- Maximiek, Sarah and Brown, Elizabeth and Rushton, Erin (2006) Connecting to Students: Launching Instant Messaging Reference at Binghamton University. College & Undergraduate Libraries. Volume: 13 Issue: 4, 2006
Resources for IM Reference Training
- Learning How to Use Instant Messaging Software- developed in the fall of 2007 to train reference staff unfamiliar with the basics of IM, licensed under a Creative Commons BY-NC-SA License.
