Mobilizing reference services

m-libraries can use the mobile web and SMS services to provide reference services.

Roving reference

The mobile web can help with roving reference services. Right now, librarians are encouraged to rove the stacks, looking for patrons to help. There are two issues that exist with this.

First, when a computer is needed to answer a query, either the patron and the librarian must return to the reference desk, or the librarian must go back and forth between the patron and the desk. With mobile devices, the reference librarian could search for the answer on the spot or instruct a patron on search techniques. One study looked at this, and although it found there were problems with spotty networks and small screens and keyboards, networks and hardware are likely only going to improve with technological advancements. The study also found that using on-screen widgets and preconfigured search topics helped overcome size issues.26

Another issue with roving reference is that when the reference librarian leaves the desk, he or she may miss answering patrons who come to the desk. If there was a computer for public use at the desk, the patron could correspond with the librarian through a mobile-friendly virtual reference service — regardless of where the librarian was in the building. Users could use a tool like Google Latitude to track down where the reference librarian is (although some might find that too intrusive).19

SMS reference services

Libraries can also provide text-based reference services to patrons on mobile devices,14 either by typing responses on the library's mobile device or by using special SMS reference software. For example, using Text a Librarian, librarians can type responses using a web-based interface on their computer — which also allows multiple librarians to respond to SMS — and the message is sent to the patron's mobile device.15

Issues to consider

When answering reference questions for patrons who are using mobile devices, whether it is through SMS or the mobile web, librarians need to consider whether:1

  • the attachments (e.g., pdfs) being sent will open on the patron's mobile device

  • any websites linked to in the message are mobile-friendly (low on Flash, etc)

  • the email/SMS is of an appropriate length for reading on a mobile device.

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