There's more than one way to talk to a librarian.
Ralph Brown Draughon Library has adopted a service that allows students to send librarians questions via text message. Implemented Friday, the new service stems from the popularity of the library's live chat, an instant-messaging program available on the library's homepage.
"It's about us helping the patron as much as we can," said library assistant Cory Latham. "The preferred method is face-to-face communication, but when you're looking for convenience this is a great option."
Latham, who has worked at the library for five years, said RBD began offering live chat a couple of years ago.
The new texting option began "before Christmas in a soft rollout, and we are just now publicizing fully," said Marcia Boosinger, associate dean for public services for University libraries. "We are using a commercial product called Ask a Librarian, which is a different product than what we use for chat."
Joe Wanders, graduate student in clinical mental health counseling, works at the RBD reference desk and answers both text and live chat questions.
"You send the question from your mobile phone, and then we receive them here at the reference desk," Wanders said.
To ask a question via text message, students must first send "AskAULib" to 66746. This prompts a message with further instructions from Mosio, the software company providing the service.
All RBD librarians have been taught how to respond to text messages.
"We had to teach the librarians the general interface, but it's easy to pick up," Wanders said.
The library homepage states that all questions, whether by email, live chat, text or phone call, will be answered within 48 hours.
"We monitor chat all the hours we have two or more people at the reference desk," Boosinger said.
Inappropriate questions include asking librarians to research topics, forward messages to other staff members, place interlibrary loan requests or obtain books for patrons, according to the library website.
"The most common questions the librarians receive on live chat are about availability of resources," Wanders said. "It's made it more convenient, especially for distance education students."
Additional information may be found in the "What's New" section of the Auburn libraries homepage.
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