VCU Libraries introduce new texting service

Amir Vera
Staff Writer

Students will now have near instant access to librarians through VCU Libraries’ new text service, which will allow more immediate responses to research inquiries.

After the success of the library’s chat service last summer, the new text service was piloted in January 2013. The service was available to students, but the library staff wanted to fix the kinks before making it public and promoting it to the student body.

“What we wanted to do was expand that (student-librarian communication) a little bit because people communicate in different ways,” said Kristina Keogh, a reference librarian and coordinator for text and chat services at VCU.

“Texting is very ubiquitous, especially among students,” she said. “So what we were able to do was pilot a way to use the same software program to answer both chat and text services.”

The service, created through software called Library H31P, will be available to students 24 hours a day.

It was after Spring Break, Keogh said, that the library started to aggressively promote usage of the new service. Staff at the library will be at computers using the software to answer any questions students may have about finding books, using databases and any other library resources. Keogh said the purpose of the new texting service was to provide a quick and easy way for students to get a response in case the library is extremely full or a student is across campus.

Sue Robinson, director of communications and public relations for VCU libraries, said this new service is beneficial to everyone on both MCV and Monroe Park campuses.

“For our student population, both graduates and undergraduates, texting is one of the most common forms of communication,” Robinson said. “It’s fast. It’s efficient. It’s private when you’re talking about working with a librarian. So, you can get immediate one-on-one coaching or assistance with your research question.”

Nesanette Yohannes, a senior nursing major, sees the potential advantages for students who need an answer to a quick question.

“It’d be more convenient, I would get more help from the librarians more because I wouldn’t have to get up and ask them every time,” Yohannes said.

Hafsa Adaweh, a sophomore international studies major, thought it would create a barrier between librarians and students.

“It seems unnecessary to me because I feel like you get more information if you talk to them one-on-one. (The text messages) won’t be that clear; it will just be a brief answer,” Adaweh said.

Robinson maintained that the texting service won’t create a electronic divide between students and their librarians.

“This is about as close as we can get to giving every student a personal librarian,” Robinson said.