Archive for the ‘Mobile Technologies’ category
Progress As Promised – The Future Value of Software as a Service for Libraries
September 10th, 2009
“Here is the prime condition of success: Concentrate your energy, thought and capital exclusively upon the business in which you are engaged. Having begun on one line, resolve to fight it out on that line, to lead in it, adopt every improvement, have the best machinery, and know the most about it.â€
- Andrew Carnegie
My favorite thing about working at Mosio is that every day we get to come into work and improve ourselves, our product and our relationships with customers. Aside from the positive attitude and action from those who work here, our business model, offering on-demand mobile reference software as a service for libraries, enables us to create, test, launch, listen and then improve upon our product in an ongoing fashion. Text a Librarian is better today than it was yesterday and it will always be better tomorrow.
What Does it Mean? Ongoing Improvements and Progress as Promised.
Since we launched in beta almost a year ago, we have added literally dozens of features and improvements to the service, all of it based on feedback from our customers and those who have commented or offered ideas for improvements. All have been taken into consideration in our ongoing development of the service. We welcome constructive criticism and feedback and in fact, we live for it. Ideas and feedback from librarians enable us to make at least 2 major feature updates per month plus a handful of user interface, usability and back end improvements to the system.
Ultimately what this means is that if you read or send a comment about our product, chances are we have too and are looking into it. Truthfully, not all ideas and suggestions are feasible: for example, we have heard “why can’t the page auto-refresh when a new question comes in?” In theory this suggestion sounds great, until you are in the middle of answering a question and the page refreshes, quickly making your answer box a moving target. Other improvements, such as RefStart, have been made based on listening to the wishes of librarians and coming up with our own solution.
Why We Do It
The simplest answer is “because we can.” Compared with any other options libraries have for mobile reference solutions, we strive for ours to be the best. Being the best means always improving, always making the system more secure, scalable, more collaboration-friendly, easier to set up, easier to use and more robust with reporting. What it means for you and your library is that by signing up for our service, you’ll always have a product that gets better and better, built by people who love hearing what you think as you use it. The biggest compliment we hear is “I wish we could answer all reference questions this way.” Our standard response: “We’re working on it.” =]
One that you can always bet on with Mosio/Text a Librarian is that in pursuit of our goal to be the best, we’ll always be looking to out-perform and out-service any other mobile reference solutions available to libraries. We’ll always be doing this through listening, taking great notes and offering a little bit of personality with our customer service. What this means for libraries is that in their pursuit of being the best, once they sign on with our technology, they get the benefit of ongoing updates and feature-adds to make their services more robust and user-friendly without having to buy or license additional services/software.
You can see a standard list of Text a Librarian features on our website, or if you are a current Text a Librarian customer, click on the New Features link inside your Quick Links module when you’re logged into the system.
Facts and Figures: Mobile Text Messaging Usage in the U.S. (An Opportunity for Libraries)
August 5th, 2009
We hear a lot of feedback regarding text messaging from both ends of the spectrum. Some understand and are part of the mobile messaging explosion in the U.S. and others need a little more convincing.
While we don’t send 470 text messages per day (we have plenty of work to do around here), we love text messaging, understand that it might be better to provide some industry facts regarding text messaging usage and show why we’re seeing more and more libraries embrace the mobile channel as an effective addition to reference services. We’ve compiled a quick list for you with links to the reports where possible, will add more as we find them and if you have any, please let us know or post them in the comments section.
- Americans sent 1 trillion SMS text messages in 2008 (CTIA’s Semi-Annual Wireless Industry Survey)
- SMS text messaging advertising generates response rates 2-10x higher than Internet display ads. (Local Mobile Search Study pdf)
- On average, Americans send and receive twice as many text messages as phone calls per month. (Nielsen Mobile)
- U.S. Teens (ages 13-17) sent and received an average of 1,742 text messages per month in Q2 2008 (Nielsen Mobile)
- In 2008, teens and twenty-somethings were by far the largest users of texting, coming in at 85%. In 2009, this continued to be true with teens at 94% and 20-somethings at 87%, but usage also increased for older age groups. Among those in their 40s, usage jumped from 56% to 64%, and for those in their 50s it jumped from 38% to 46%. (The Vlingo Consumer Mobile Messaging Habits Report, May 20, 2009)
- 60% of U.S. mobile phone users now use SMS, compared to 54% in a survey conducted last year. (The Vlingo Consumer Mobile Messaging Habits Report, May 20, 2009)
- A new online survey of mobile users (sample size not disclosed) conducted in January, 2008 by Amplitude Research has found the following features and considerations to be most important among cell phone buyers:
* Text messaging: 73%
* Camera: 67%
* Ability to access the mobile Internet: 61%
* Music features: 34%
* Video: 33%
- Medical and Policy Experts Agree Wireless Technology Makes Healthcare More Efficient, Effective, and Patient-focused (CTIA Wireless Association)
Library Marketing Tips, Part 1: Avoiding the Noise (Templates Inside)
July 31st, 2009
There are quite a few books on the topic of library marketing, and OCLC’s Geek The Library Campaign is definitely getting people talking, but this post is the first in a weekly series talking about marketing text messaging reference services in your library. We think they work well for any other services you offer, use what you like. The mobile channel isn’t going away, people in the U.S. every day are texting more than they are talking and they’re using text messaging in more ways than simply communicating with friends. Maybe you know this, have decided to implement text messaging reference at your library, it’s finally ready to go and now what? Start promoting the service!
Libraries as a Marketing Vehicle?
Less than 2 years ago, an agency in the UK considered libraries a new channel in direct marketing. Regardless of what your personal reaction to this is (let me guess: not positive?), the idea is worth mentioning: placing marketing materials inside the book will get at least one view or impression. I’m sure plenty of folks were pleased to find that the idea didn’t take off too well. I’m one to appreciate creativity even when execution might be hard to pull off, but execution is 99% of the battle in marketing and great execution requires great planning. That said, we can learn something from those whose job it is to think of new ways to grab people’s attention.
Just because you print up posters does not mean they’ll get seen and just because you create a Twitter account does not mean people will follow (or even read) your tweets. Sorry, but it’s true. (Side note: we love Twitter, use it daily and it’s ok by us that teens don’t tweet). In the end, it’s about deciding what gets you the most for your budget, time and resources. So what to do? Whenever possible, do something different from what has been done. Write a list of what is usually used to promote news, updates or services and then choose something new and unusual. If you have strict guidelines about how new services can be marketed, no problem, there’s still room for flexibility and creativity or you wouldn’t be reading this post. This isn’t about skipping all methods used in the past, some can be great, the point is to avoid the noise.
A few quick tips on what to consider when avoiding the noise:
1) Avoid the Noise.
Yeah, tough one, right? Seriously though, it’s simple enough. If you see stacks of postcards on a table, placing more postcards there isn’t going to help. One of my favorite stories is about Arizona Iced Tea during their initial roll out to grocery stores: they were looking at slotting/shelving fees and noticed that it would be cheaper to be near the fruits and vegetables than on the drinks aisle. Pay more and be one of many drinks in an aisle (noise) or pay less and be near healthy fruits and vegetables? Seems like a no brainer.
Noise
2) Choose more than one method, include one you absolutely know will work.
Prior to being in the mobile industry, I worked in internet advertising and guerrilla marketing, both when they were considered very new. I saw over 400 campaigns take place and always noticed one thing: the brands utilizing more than one method or medium to promote their product or service had higher levels of success. By using several methods, you have a better chance at increasing your reach. If someone sees you in both (or even more) places, you are increasing your frequency. Both are good things. We’ll be covering some methods and ideas we’ve seeing working by some of the libraries having success in future posts, but one of the things they have in common is using more than one method to get the word out. Another interesting element is that the librarians where SMS reference services are successful are seeing the value of the service and are excited to be able to offer it.
3) Make sure you are using the proper terminology in your instructions.
This one is very important and while it should go without saying, we’re saying it anyway. Make it easy to understand and it will get used. Patrons are texting to the service, not “calling” it. Links to templates you are free to use are below and have some simple, but useful terminology. It’s also important to note that “Standard Message Rates Apply” somewhere on your materials.
4) A great call to action is the only way you’ll grab attention and hold it.
You can come up with a great call to action phrase without sounding like an infomercial. Your call to action can be in the form of asking a question, followed by a request:
“Need Info? Have a mobile phone? Text a librarian!”
“Want info on the go? Text us!”
A great call to action goes a long ways.
5) Use mobile phone icons or graphics in your materials.
When you show a mobile phone image, you increase your chances of getting noticed by those interested in using their mobile devices for communication. Make it as big as possible on your materials to get people to notice.
Ultimately, you have to decide what will work best in your library, which area will get the most attention in the spot with the least amount of noise. Personally, I’m a fan of the business card-sized flyers because they are small, can be tucked into a book, put in a wallet or purse and used later. Other people prefer posters, table tents or bookmarks. If you find any of those interesting, keep reading, we’ve created some templates to hopefully make it easier for you.
(Promotional Perfection from East Baton Rouge Public Library)
Library Marketing Microsoft Word Templates
If you’re looking for a place to get started, here are some Microsoft Word templates we’ve created for you. In the efforts of leaving them open to promoting the service in your own voice, we made them somewhat content-neutral (we recognize the call to action could be a lot more exciting). You may download and customize them as you see fit for your library.
Click on any of the links below to open the templates on your computer:
* Library Marketing Materials – Business Card/Flyers Template
* Library Marketing Materials – Table Tent Template
* Library Marketing Materials – Bookmarks Template
* Library Marketing Materials – Poster Template
Please note: The little phone logo on the templates is what we use for Mosio’s Text a Librarian. It was developed with the help of Kelly Barrick from Yale University Libraries (thanks Kelly!) and we feel it does a great job of visually explaining what mobile reference is all about. You are more than welcome to use it on these templates we’ve provided, but if you are not interested, here’s a list of creative commons flickr “mobile phone” photos. Either way, it really makes no difference to us, the goal here is to offer free templates, not sneak a logo in front of anyone.
Patrons at your library who use text messaging are going to think that being able to text you is interesting. It’s new, it’s different and many are using text messaging for more than just communicating with friends. Get their attention, give them a compelling reason and they’ll give it a try. Good luck and see you next week!
Mosio's Text a Librarian Thanks J.B. Hill – The Pioneer of Text Message Reference in the Library
July 6th, 2009Was reading through some old posts about the subject recently and wanted to take a moment to recognize and thank J.B. Hill from Southeastern Louisiana University, for being the pioneer of text message reference in libraries. The Librarian in Black recognized him in a post back in November of 2005 and we just want to take a second to thank him again for getting the mobile medium utilized in the library. During that time, Mosio was in its infancy, Text a Librarian.com not yet launched, we were exploring how to build a scalable system enabling people to text in questions and get answers quickly. A lot has happened since then, our platform has won some awards and more and more libraries have implemented SMS reference in various ways. We look forward to watching (and being part of) the evolution of mobile libraries and the extension of these types of services to patrons, making libraries an even more powerful resource in the search for information.
Hats off to you for getting this started!
Hats off to J.B. Hill, Pioneer of Text Messaging Reference (from Mosio's Text a Librarian)
Reference Librarians: SMS / Text Messaging Skills Are Not Needed, Your Research and People Skills Are
July 4th, 2009
- Reference Librarians: SMS Skills Are Not Needed, Your Research Skills Are
As excited as I am to see that more and more libraries are seeing the value of offering text message reference service to patrons, I find it troublesome to read posts and articles claiming that “librarians need SMS skills now.” It’s unnecessary pressure being put on an already tough job market at a time when new technologies are flying quickly at everyone in the working world at an alarming rate. Texting in the U.S. is more popular than talking on mobile phones and you can bet that a large % of your patrons send texts on a regular basis, regardless if you are at a public, academic or corporate library. SMS reference services increase your patron outreach, provide them access to you wherever they are and mobile reference is definitely here to stay. But to say that this increase in text message usage means you need to get skills doing the same is like saying English teachers need skills in rapping because many of their students are writing hip hop rhymes. It’s helpful for them to be aware of and embrace it, but it’s totally unnecessary for them to grab a microphone and sign up for the next MC battle they can find.
Although a handful of us are active participants, being a texter is not a job requirement at Mosio / Text a Librarian. In fact, if a candidate stated that they sent/received 200 texts a day or that their last phone bill had 10,000 SMS messages on it, I would sincerely question what they spent their days doing. In fact, one of the people doing our market research is not a texter. Do you know what that person is great at? Research. That’s why we hired him, that’s why we love his work. He knows a lot about the mobile industry and can find information for us faster than anyone I’ve ever met. His skill set in research and his abilities to produce it for us is why he is here.
Should your library embrace and offer text messaging reference services?
Absolutely, according to many librarians and from the hustle and bustle of things around the office at Mosio, the entire industry sees it as a need.
Should you run out and buy a smart phone and get on a SMS plan so you can learn how to communicate with your patrons utilizing the SMS reference service?
No, unless you want to. If you’re curious and you want to try it out, we think that’s great. If you feel that it’s a big part of the future of libraries and think your library should offer it, even better. That is the most important part.
Here are three reasons why you don’t need to have SMS skills:
1) Mobile phones are an inefficient way to answer reference questions.
Texting on a phone is not and will never be faster than typing on a computer. Mobile data speeds will never be faster than internet speeds. Phone processors will never be faster than computer processors. Even if you send and receive twice as many text messages per day than the average American teenager, it doesn’t mean everyone else does and you still will not be able to help patrons faster.
2) You have and use a computer connected to the internet.
You don’t need a gadget along side the computer you use at the reference desk. If your library just bought a phone and signed a 2 year contract so you could offer text messaging reference, I’m sure there’s an element of excitement about having the phone at the library. The form factor is cool, but you don’t need a phone, you just need the computer you’re already using.
3) There are better things you can do with your time to be of great assistance to patrons.
In a glance at five job posts/descriptions for reference librarians, there are three keywords that I found show up consistently: research, resources and experience. Patrons need you to help them find information, they don’t need you to be a good texter.
Our belief in this is why we chose the tagline “Patrons text questions. Librarians type answers.” Text a Librarian’s technology enables libraries to implement text messaging reference at their libraries without SMS skills. Patrons have those skills, but if you don’t, you’re not alone and we’re here to help.
Library Software and Reference Technologies: Software as a Service (SaaS) Value
July 4th, 2009
SaaS: A lower cost strategy for libraries.
While reading a great article by Marshall Breeding about library automation and the state of the economy, I was very pleased to see Software as a Service (SaaS) listed as a lower cost strategy:
“[a SaaS] arrangement involves a fixed, annual subscription fee, but it saves the library the costs of purchasing software licenses, server hardware, and technical staff that would have otherwise been needed to maintain a local installation.”
This sentence does a great job of explaining the value of what Mosio’s Text a Librarian offers libraries looking to extend their outreach by offering text messaging reference services to patrons. While I feel like we do a good job of nailing it in a single sentence, “No software to download, no hardware or mobile expertise required,” his next paragraph, although specific to automation, made me literally say “yes” out loud as I read it.
“Vendors like SaaS since it allows them to set up large-scale implementations of their software and provide instances of it to individual customer sites at fairly low unit costs. Libraries appreciate having a predictable annual cost that encompasses the entire project. For libraries that have technical personnel available, going with SaaS for some applications can help reduce their workload and allow them to attend to higher strategic priorities. For smaller libraries that may not already have staff members with technical skills on board, SaaS may be the only way to move forward with automation projects since the cost of hiring technology personnel may be prohibitive.”
Like nearly all businesses, organizations and libraries in the current economy, we’ve had to cut costs, do more with less, all while working at extending our outreach and output. We’ve been able to do so by using new processes and technologies to make us more efficient. Web-based applications are helping us to get more done. The exercise has been great, the team has been forced to think differently, but also to come up with new ideas about time-saving features for the product. It has been showing in everyone’s work. As we continue to grow and as the economy rebounds and improves, we’ll keep the processes and continue using the technologies, so we can keep offering higher levels of service to our customers as they will to their patrons.
