Redefining Virtual

Abstract

This article discusses how the unique nature of texting sets SMS apart from other virtual reference tools. Near-synchronous, near-virtual, anonymous, and ubiquitous, texting blurs the lines between virtual and in-person communication. Drawing on the experiences of librarians at SUNY Purchase College and other public and academic libraries, this article addresses challenges and misconceptions surrounding SMS reference and suggests best practices for SMS reference interactions and staffing. Librarians are encouraged to explore new techniques like “mobile reference” or the “reference haiku” and return to long-standing practices like “saving the time of the user” and telephone ready reference. By embracing a mobile reference mentality and framing SMS reference as a hybrid between telephone, IM, and face-to-face reference, librarians can improve the quality of reference services and serve patrons at their point-of-need.