2 txt or not 2 txt : an investigation into whether text messaging can help improve customer service within New Zealand academic libraries

Abstract

The popularity of mobile phones and text messaging in today's society is ever present, especially among 18 to 30 year olds. For academic libraries where the majority of their users come from this age group, text messaging could prove to be an effective, alternative way to communicate and deliver library services. Unfortunately, little detail on how text messaging can be used in libraries has been reported in the literature, especially in New Zealand.A mixed method study was therefore conducted to investigate whether the use of text messaging will bring about improved customer service in New Zealand academic libraries. The study sought to gather information about the application of text messaging within New Zealand academic libraries, to explore its use and identify any of their experiences, including benefits and potential risks. The study also sought to identify the nature of mobile phone and text messaging use among tertiary students and staff members at the University of Waikato, investigate their perception on the use of text messaging in academic libraries, and identify any perceived benefits or disadvantages they may have in regards to such a service.The study found that text messaging services in academic libraries would be suitable in the tertiary environment especially with the high percentage of mobile ownership and high frequent use of the technology at the University of Waikato. Although the adoption of the technology was still in the early stages, the study found that the use of text messaging in New Zealand academic libraries was likely to grow as knowledge was shared and gained. The main perceived benefits of the service were convenience and a more effective and efficient form of communication. Disadvantages for academic libraries were costs, staff training, support and promotion; while spam, costs, reliability and appropriateness were perceived as potential risks for the students and staff. The most common notices sent by New Zealand academic libraries were items available to collect, overdue, recall and fines and fees notices. The results showed that these types of notices sufficiently met the needs of the students and staff at the University of Waikato. Suggestions for the future development and adoption of the service were that any text service offered by the library should be one that users elect to use, free of charge and run in conjunction with other forms of communication such as email. The ability to receive text messages about library hours and newly acquired resources were notices that were viewed as possibly useful if offered in the future.