Amanda Bielskas and Kathleen M. Dreyer
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