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IM and SMS Reference Services for Libraries (19)

Amanda Bielskas and Kathleen M. Dreyer


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Learn how to create and implement an IM and SMS reference service. Text messaging has become a preferred communication channel among family and friends and increasinly an expectation when visiting commercial websites. To keep up, libraries need to offer chat reference. The authors advocate for an integrated IM and SMS system to meet this user need.

Amanda Bielskas is the geology/geosciences and psychology librarian at Columbia University. She has been a reference librarian at a number in varied academic instutions and has also worked in public libraries.

Kathleen M. Dreyer is head of Columbia University's Watson Library of Business and Economics, where she provides research assistance to staff and also oversees collection and staff of the library.

Below are documents complementing the text of the book.

IM Best Practices

LibraryH3lp: Managing Multiple Logins

Change Planning Form

Amanda and Kathleen talk about the book with Series Editor Ellyssa Kroski.

IM/SMS System Planning Checklist

Table of Contents, Chapter 1, and Index

IM and SMS Reference Service