the right txt: implementation of text messaging for interlibrary loan at ohio university
DESCRIPTION
presentation given at the ILLiad International Conference, Virginia Beach, VA, March 2013TRANSCRIPT
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{ The Right Txt
Derek Malone, MLIS, ILL & DE Ohio University Libraries
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Ñ If you have any questions, or would like some help implementing text messaging, please don’t hesitate to contact me at [email protected], or 740-‐‑593-‐‑2691
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Ñ We’re hosted (Atlas) – since July 2012 Ñ ILLiad 8.3.5 Ñ Serve students, faculty, staff, Friends Ñ Around 40,000 transactions annually Ñ A LOT OF EMAILS!!! Ñ Started texting Summer 2012
Background
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Ñ 75% of teenagers text Ñ “I don’t check my email” Ñ Most common form of communication Ñ That’s over
Ó Phone Ó Social Networking Ó Face-‐‑to-‐‑face
Why?
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hfp://www.pewinternet.org/Reports/2013/Teens-‐‑and-‐‑Tech.aspx
PewResearch: Teens and Technology 2013
78% of teens now have a cell phone, and almost half (47%) of them own smartphones
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137 / 20
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Windows 3.1
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Contact me?
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Ñ Smartphone or not, we can send SMS messages.
Why?
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Duz any1 currently offer txt msgN notifications?
hfp://transl8it.com/
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Setup
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Ñ User purge coming up – Summer 2013 Ñ We’d like to get as many through this process (get them via email) as we can
Ñ Signups checked daily as part of workflow Ñ Slow at first Ñ Now 1-‐‑4 daily
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,
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Text address first, followed by email
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,
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#
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# signifies texting patron
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Ñ Only borrowing & document express Ñ Notifications – lefing users know content is available, or a request has been granted/denied
Ñ Overdues, Delivery Notifications, Renewals (y/n/date), etc.
Ñ Only a minor changes in cancellations, things that need a deep explanation
Ñ Simplified use of files (elecdel for all e-‐‑delivery) Ñ Not pursuing this in lending Ñ Work in progress
What we’ve changed
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Ñ Good starting point Ñ Notification sent to every loan that applies Ñ Again, we only notify via email and text
Overdues
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Generic/Old Overdue
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Ñ Your phone number is:
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New Overdue 1 Notice
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Ñ Important notes 1. We only email notifications 2. We deliver articles electronically 3. We have 1 pickup point for loans *
Delivery
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Ñ First bit of praise came concerning the email notification, and continues to do so.
Ñ Patrons like the simplified, to-‐‑the-‐‑point message.
Ñ Text has also been well received. Ñ Cleaning up for the purpose of text messaging helps us look befer in a mobile email environment
What we heard/learned -‐‑ Notifications
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Ñ Sent through borrowing Ñ We do not communication via text for loan
Renewals & Recalls
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Renewed
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Old Renewal Denied Email
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Recall
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Doesn’t work every time
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Cancellations
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Ñ Cancellations notices require too much explanation (our opinion-‐‑explanation we want to give), so they’re still long
Ñ Occasional dead links (Verizon) Ñ Delivery on article takes a couple extra steps, but we believe it’s worth it.
Negatives
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Ñ Know your customers view:
Key Points
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Let your web and physical location speak
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Make 140 Count
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thx so much 4 yor tym. R ther NE questions?