005

11/24/2009 7:37:42

General Session - Conference Presentation Only (no formal paper),

//Sara Marcus Rofofsky, Queensborough Community College Bayside, New York, USA,// srofofskymarcus@qcc.cuny.edu //Isabelle Richards, Queensborough Community College, Bayside, New York, USA, isabelleaquarius@aol.com//
 * Textual Communication - Panacea or Problem?**

Mobile services add to the populations served by a library. However, these innovations can exclude current populations served or even fail to serve the intended population. Text-based services are one such subgroup and the focus of this article. The two types of text-based services that will be covered are device-based and Web-based. Device-based services, such as text-a-librarian, can be problematic for those without the device and who need to learn how to use the device. Text-a-Librarian is an excellent way to reach today’s population of texting individuals. However, particularly in the United States, text messages can be costly, based on the plan purchased by the user. Instant Messenger (IM) or Chat with a librarian are both potential problems if an account, software, or plug-in is required. Not all users wish to have yet another account to remember, or they may not have the ability to download software or to plug-in to the computer they are currently using. Other users might not have the requisite computer setup or operating system. Both text-a-librarian and IM or Chat with a librarian have similar pitfalls with regards to communication needs. Both are a synchronous, text-based communication methods, necessitating a command of the written English language. A lack of nonverbal communication also impedes ​interaction since the nonverbal communication can often provide context clues during conversation. Librarians and patrons need to have active listening skills to maximize proper understanding and minimize miscommunication that would hinder efficient communication.

Novice, Intermediate, Advanced, All Audiences online text-based synchronous diversity