Abstract
Purpose – This paper aims to analyze data from a pilot study at one academic library using Google Voice for text message (SMS) reference. It also aims to analyze SMS reference question typology, compare question typology to other reference services, and analyze communication in the context of SMS reference.Design/methodology/approach – Analysis of all reference service models was conducted, including question typology. SMS transcripts were analyzed in the following areas: presence of a reference interview, evidence of a referral, number of librarian and patron texts, response time, and transaction duration.Findings – The number of SMS queries was lower than expected. Questions were primarily non‐research‐based or ready reference. The average number of texts per transaction was 7.5. With outliers removed, average response time was 9.5 minutes, and average transaction time was 53.2 minutes. Users appear to be regulating question difficulty.Research limitations/implications – Data collection occurred during ...
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