Online Reference
From Library Success: A Best Practices Wiki
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 - SMS/Text Message Reference Services. Accessible by 250 million US mobile phones using a mobile carrier approved 5 digit short code. Collaborative features enable multiple librarians to respond, comment, share questions, etc.
- 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.
- 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 - Has anyone tried the Miranda client? This isn't a recommendation, but a query.
- 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
- Archbishop Alemany Library – Dominican University of California, San Rafael, CA, using Mosio's Text a Librarian service.
- American University, Washington, DC (SMS via AIM 265010 then text "askaulibrary: txt content here")
- Ask a Librarian Mobile Library Information Network for Community Colleges (Florida)
- Arlington Heights Memorial Library (IL)--using the AOL 265010 hack.
- Biblioteksvar
- Binghamton University Libraries (SMS via AIM 265010)
- Bryant University, Douglas and Judith Krupp Library
- Caltech Library Services – California Institute of Technology – Pasadena, CA, using Mosio's Text a Librarian service.
- College Libraries – Middlebury College – Middlebury, VT, using Mosio's Text a Librarian service.
- Cornell University Library Labs, Ithaca, NY, using Mosio's Text a Librarian service.
- Curtin University of Technology
- Curtin University Library in Australia has an SMS a Query reference service. This paper "TXTing Librarians @ Curtin" was presented at the Information Online conferencein February 2005.
- Denton Public Library, Denton, TX, using Mosio's Text a Librarian service.
- Doe/Moffitt Libraries – University of California, Berkeley, CA Using Mosio's Text a Librarian service.
- Dudley Knox Library - Naval Postgraduate School, Monterey, CA, using Mosio's Text a Librarian service.
- East Baton Rouge Parish Library, Baton Rouge, LA, using Mosio's Text a Librarian service.
- Free Library of Philadelphia, Philadelphia, PA, using Mosio's Text a Librarian service.
- Harvey Cushing/John Hay Whitney Medical Library, Yale University, using Mosio's Text a Librarian service.
- Heafey Law Library – Santa Clara University – Santa Clara, CA, using Mosio's Text a Librarian service.
- Hinsdale Public Library (IL) (SMS to AIM 265010 then "askhpl: text of question here")
- Illinois Institute of Technology (SMS to AIM 265010 then text "iitlibrary: question here")
- InfoQuest Collaborative Pilot Project (launches 15 July 2009)
- Johnson County Library, Overland Park, Kansas
- K-State Libraries (Kansas State University) (SMS via AIM 265010 then text "halehelp: message")
- Kresge Engineering Library – University of California, Berkeley, CA : using Mosio's Text a Librarian service.
- Mastics-Moriches-Shirley Community Library - Shirley, NY : using Mosio's Text a Librarian service.
- North Carolina State State University Libraries (SMS via AIM 265010 then text "ncstatelib: message")
- Northeastern Illinois University Ronald Williams Library (SMS via AIM to 265010 with neiulibrary: your question)
- Plainfield Public Library, Plainfield, IL : using Mosio's Text a Librarian service.
- Queensland University of Technology Library (MessageNet.com.au)
- Southeastern Louisiana University (Altarama’s Reference by SMS)
- Swinburne University of Technology Library
- National Library Board Singapore, Lee Kong Chian Reference Library SMS Enquiry Service
- Orange County Library System (Florida)
- Ouachita Parish Public Library, Monroe, LA, using Mosio's Text a Librarian service.
- Santa Clara University Library - Santa Clara, CA, using Text a Librarian (powered by Mosio)
- Texas Christian University Library (SMS vis AIM 265010 then text "tculibrary: message")
- Université Catholique de Louvain Library of Sciences and technologies, Belgium, pilot from Oct 2008-March 2009
- University of Delaware (SMS via AIM 265010 then text "AskRefIM: message")
- University Library - University of Nevada, Las Vegas, NV, using Mosio's Text a Librarian service.
- University of Virginia (in reference email via Upside Wireless' Virtual SMS)
- Wake Forest University (SMS via AIM 265010 then text "askzaklive: message")
- Washington-Centerville Public Library (Ohio) (SMS via AIM 265010 then text "askwclibrary message")
- Yale University Libraries - New Haven, CT, using Mosio's Text a Librarian service.
- Yale Science Libraries (Yale University) Using an iPhone
- Maui Community College Library (MCC Library) (SMS via AIM to 265010 then text "mauicclib: txt message here")
- Indiana University South Bend (Franklin D. Schurz Library) (SMS via AIM to 246246 then text "send iusblibrarian your message")
- Drake Library (College at Brockport) (Using a Blackberry)
- Text University of Huddersfield
Libraries Offering Skype Reference Services
- Ohio University Libraries, Athens, OH
- University of North Carolina Greensboro, Greensboro, NC
- University of Waterloo, Ontario (pilot, with Unyte)
Libraries Using IM Reference
This section now has its own page.
Libraries Using MeeboMe for Embedded Chat
- Albion College, Albion, MI
- H. Grady Bradshaw Chambers County Public Library
- Beaufort County Public Library, Beaufort South Carolina
- Binghamton University Libraries
- California State University San Marcos
- Cheltenham Township Library System, PA
- Cheshire Public Library, Cheshire, CT
- Claremont Colleges, CA for personal pages only -- general IM ref now done with libraryh3lp (as of 1/21/09)
- The College of William and Mary's Earl Gregg Swem Library
- Concordia University Texas
- Clinton-Macomb Public Library
- Coastal Bend College Library
- Crystal Lake Public Library
- Dakota State University, Madison, SD
- Danbury Public Library
- Darien Public Library
- Duke University Medical Center Library
- Eastern Kentucky University
- Edgewood College, Madison, WI
- El Paso Community College, Valle Verde Library
- Evanston Public Library
- Exeter Public Library
- Florida Atlantic University
- Florida State University
- George Mason University
- Grand Valley State University
- Hartness Library System Serving Community College of Vermont and Vermont Tech
- Hinsdale (IL) Public LIbrary
- Hostos Community College Library
- Houston Community Colleges
- Idaho State Historical Society
- Indiana University-Purdue University Indianapolis
- Johnson County Library Teen Book Group
- La Crosse Public Library, La Crosse, WI
- Law Society of Upper Canada Great Library
- Lebanon Public Library, Lebanon, IN
- Lister Hill Library, University of Alabama at Birmingham
- Livermore Public Library, Livermore, CA
- Loyola Marymount University, Los Angeles, CA
- McMaster University
- McMillan Memorial Library, Wisconsin Rapids
- McMinnville Public Library, McMinnville, OR
- McNeese State University Library, Lake Charles, LA
- Health Sciences Library, Memorial University of Newfoundland
- Ferris Hodgett Library, Memorial University of Newfoundland
- Mercer University - Atlanta
- Meredith College, Raleigh, NC
- Metrowest MA Regional Library System, Waltham Massachusetts
- Millsaps College Library
- Montgomery County Community College Libraries, Blue Bell, PA
- Nebraska Library Commission
- North Carolina State University Libraries, Raleigh, NC
- Northeastern Illinois University Ronald Williams Library, Chicago, IL
- Northeastern State University, Oklahoma
- Norwich University, Northfield, VT
- Ohio University Libraries, Athens, OH
- Ohlone Community College Library
- Oregon State University--Cascades Campus
- Osceola Library System
- Park Ridge Public Library--Reference Department
- Park Ridge Public Library--Young Adult Department
- Point Loma Nazarene University, San Diego, CA
- Public Library of Charlotte and Mecklenburg County The Loft @ ImaginOn
- Purdue University Libraries - Management and Economics Library
- Samford University Library
- South Carolina State Library
- South Central (WI) Library System
- South Texas College Libraries
- Spartanburg County Public Libraries
- Stanford University Library Information Center
- Stanford University Cubberley Education Library
- St. Olaf College Libraries
- Stockwell-Mudd Library, Albion College, Albion, MI
- Texas Christian University Library
- The College of Nursing, Katie Zepps Nursing Library
- Thomas Ford Memorial Library
- Thomas Jefferson University, Scott Memorial Library
- Tulane University, Howard-Tilton Memorial Library
- University at Albany
- University at Buffalo
- University of Calgary
- University of California Berkeley Library
- University of California San Diego Biomedical Library
- University of Colorado at Boulder Libraries
- University of Colorado Denver and Health Sciences Center - Denison Memorial Library
- University of Illinois at Urbana
- Hardin Library for the Health Sciences, University of Iowa
- University College Dublin - James Joyce Library
- University of Maryland Baltimore County (UMBC)
- University of Maryland University College (UMUC)
- University of Massachusetts, Amherst - W.E.B. Du Bois Library
- University of Portland
- University of St. Thomas (Minnesota)
- University of Southern Maine Libraries
- University of Virginia Libraries
- University of Waterloo, Ontario
- University of Waterloo, Ontario
- University of Wyoming, William Robertson Coe Library
- Villa Park Public Library, Villa Park, IL
- Utah State University
- Waubonsee Community College (Todd Library) - Adam Burke, Librarian
- Purdue University - Management and Economics Library
- Washington State University
- Western Connecticut State University
- Western Oregon University
- Western University of Health Sciences
- Willamette University
- University of Michigan
- Florida State University
- Yale University Science Libraries
- Maui Community College Library
- Worcester Polytechnic Institute - Instant Answers
- Framingham Public Library, Framingham, MA
- Koç University Library, İstanbul - Turkey
Libraries Using Chatango for Embedded Chat
Libraries Using Plugoo for Embedded Chat
- Brigham Young University Harold B. Lee Library
- University of Wisconsin Law Library
- Temple University Libraries (Education Guide)
- Charleston County Public Library
- Mt. Wachusett Community College Library
Libraries Using libraryh3lp for Embedded Chat
- University of North Carolina at Chapel Hill main ask-a-librarian page, catalog, many coursepages.
- American University, Washington, DC
- Baylor University, Ask a Librarian page
- Baylor University Crouch Fine Arts Library
- K-State Libraries, Kansas State University
- University of Western Ontario Taylor Library, Business Library,and various Browse by Program pages
- California State University Fullerton, Pollak Library
- Auraria Library, University of Colorado Denver/Metropolitan State College of Denver/Community College of Denver
- Illinois Institute of Technology
- North Carolina State University. Our Ask Us page, catalog, a branch library, and our course pages.
- Rochester Public Library, MN Love it! Have added two additional queues. Also have it on our catalog "Not found" page. Have seen big increase in questions. Really like when we are closed it goes away and we refer to our state Chat AskMN. 4/2009
- Worthington Public Libraries, OH
- Claremont Colleges Libraries, CA
- Valdosta State University, Odum Library, Valdosta, GA
- Tillamook County Library, OR
- State Library of Kansas
- Emory University Woodruff Library
Libraries Using Mosio's Text a Librarian for SMS Reference
- Archbishop Alemany Library – Dominican University of California, San Rafael, CA
- Caltech Library Services – California Institute of Technology – Pasadena, CA
- College Libraries – Middlebury College – Middlebury, VT
- Cornell University Library Labs - Cornell University, Ithaca, NY
- Denton Public Library, Denton, TX
- Doe/Moffitt Libraries – University of California, Berkeley, CA
- Dudley Knox Library - Naval Postgraduate School, Monterey, CA
- East Baton Rouge Parish Library, Baton Rouge, LA
- Free Library of Philadelphia, Philadelphia, PA
- Harvey Cushing/John Hay Whitney Medical Library - Yale University, New Haven, CT
- Heafey Law Library – Santa Clara University – Santa Clara, CA
- Kresge Engineering Library - University of California Berkeley, Berkeley, CA
- Mastics-Moriches-Shirley Community Library, Shirley, NY
- Ouachita Parish Public Library – Monroe, LA
- Plainfield Public Library, Plainfield, IL
- Santa Clara University Library - Santa Clara University, Santa Clara, CA
- Yale University Libraries - Yale University, New Haven, CT
- University Library - University of Nevada, Las Vegas, NV
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.
