Overview
Text messages (SMS) are received using Google Voice ( http://voice.google.com/ )
Library Number: 217-686-4361
1.
Conduct the Reference Interview as you would with chat or in person services, using Open and Closed questions as appropriate
2.
Do not assume that the patron’s initial question fully represents their information need
3.
As an added step for SMS, if Searching is required to answer a question (e.g. looking up a book or going into Academic Search Premier), ask the patron if they are able to conduct a web search trough their phone, and also if they are willing
4.
Use a URL shortener such as http://bit.ly
when sending links to use fewer characters.
5.
For patrons with limited web browsing capabilities, supplement URLs with a summary of the information from the page you are recommending (e.g. “Yes, the library owns a number of volumes of Lone Wolf and Cub, see http://bit.ly/LI08jO for more details.
1 ”
6.
AFTER conducting the reference interview, if it is determined that an involved search or more detailed reference interview is required, follow the guidelines for referrals below.
1
http://rusa.metapress.com/content/g882w741m36v2644/fulltext.html

1.
Begin with the standard referral practices detailed at: http://www.library.illinois.edu/committee/ReferenceServices/policies/referral_policy.html
2.
Respect the medium. Patrons have chosen to use SMS to contact the library – this might be their preferred method of communication.
Work with the patron to determine whether another communication option is acceptable to them. Research shows that older teens send a media of 100 texts a day – having an extended back –and-forth conversation with them will not be an unexpected occurance
2
.
3.
Follow standard Referral policies for connecting users to subject specialists and other colleagues, if it is determined that the question is best answered by them
4.
Patrons with lengthy research questions might be asked to call the library, or use another mode of contact (e.g. in person, Chat, etc.) if there question meets the following criteria AND the patron is willing: a.
Questions involving locating multiple sources/extensive database searching b.
Questions involving lengthy instruction c.
Other types of questions for which SMS reference does not appear to be working
5.
Since the patron phone number is part of the SMS transaction, always suggest that the library could call the patron first – this ensures that the patron gets adequate follow-up on their request
6.
After talking to a patron (or if a patron does not want to be called), recommend other reference options (IM, In Person, Subject
Specialists) as appropriate
2
http://www.pewinternet.org/Reports/2012/Teens-and-smartphones.aspx

How patrons send and receive texts
1.
Patrons can send a text to 217-686-4361 as they would a regular number
2.
Patrons will receive texts library staff send from 217-686-4361 the same as any other text
Checking Incoming/Pending Text Messages
1.
Log in to Google Voice ( http://voice.google.com/ ) using the
“askillinois” account
2.
Click “Inbox” on the left (Fig. 1)
3.
Text and voice mails are listed with the most recently received at the top in the center (Fig. 2)
4.
Text messages have this icon to the left of the message:
Checking incoming voicemail
1.
Patrons calling the Google Voice number will be automatically transferred to the library desk phone
Figure 2
Figure 1

2.
Voicemail left by patrons calling Google Voice is transcribed in the
Inbox (Fig. 3)
3.
Click the Play button (Fig. 3) to hear the message
4.
Voicemail messages have this icon to the left of the message:
5.
After answering a Voicemail, mark it as answered: a.
Click the “more” link (see fig. 3) b.
Choose “Add Note” c.
Write “Answered by,” your unit, and then the date and time d.
Click “Save” to save your note, which will now appear under the Voicemail
Figure 3

Figure 4a
Replying with a text message
1.
Locate the text in the Inbox (Fig. 2 above)
2.
Click the “SMS” link below the message (Fig. 4a)
3.
Type your reply and hit Send (Fig. 4 b,c)
4.
Be Brief!
There is a 160 character limit for SMS
5.
For longer/complicated research questions, see Referrals below
Replying with a phone call
1.
Do not use the Google Voice “Call” feature
2.
Use a library phone to call the number listed for the patron in the
Inbox (Fig. 5)
Figure 4c
Figure 4b
Figure 5