Thursday 14 th September Introducing SMS Text Messaging: A Case Study from Learning Services, Edge Hill University Helen Jamieson Lending Services Manager Helen Carberry Information Assistant

Presentation overview Introduction Context: Learning Services Why SMS? The project - our approach Where are we now? Challenges

Context: Learning Services Converged Service – including ‘Library’ and IT, Study Skills, E Learning, Media Services Recently awarded University Status Charter Mark certification, focus on customer care Went live with Millennium on July 12 th 2005 Extra’s? – ERM package, Web Bridge, Telephone renewals, Copyright and Access, Inter Library Loans, Full self issue and return

Context Why SMS? From a customer perspective….. Choice, Ease of use, Convenient, Using modern technology From a Service perspective….. Added value service, Giving users what they want, Using Millennium to full capacity

The project – our approach Project group set up (November 2005) Remit – To investigate the demand for a text messaging service (for sending library notices) and to investigate implementation. BETA testing for Innovative

The project – our approach Action plan: Survey to investigate demand (Jan 2006) Identification of ‘heavy library users’ across the board – targeted for the pilot (Feb 2006). Investigation of cost implications ‘System’ issues – (auto-notices etc) Pilot (students and staff) (March 2006 – Sept 2006) with specific information about what this would mean

The project – our approach Gather feedback from pilot group feedback via questionnaire Re-assessment of library policy in terms of communication Roll out – Sept/Oct Academic Registry to collect mobile numbers at registration so we have this information – students can then ‘opt in’ Marketing – promote at fresher’s fair, publicity within the University and off-site Evaluation

Context Where are we now? Process of gathering feedback from the pilot – assessing and evaluating this information Working on guidelines for changes in policy Preparing for roll out for Sept/Oct -asking people to ‘opt in’ Preparing guidelines for the users who want to ‘opt in’ Training front line staff Marketing – publicity/fresher’s fair in association with Services marketing group

Initial responses to the pilot…. “I found the service extremely useful, especially during my teaching practice when I wasn't able to access the library catalogue or my s. Hope it continues next year” “Some of text speak was slightly confusing” “I received a text while I was on holiday in Italy. I thought it was very impressive!” “I thought the text speak was ok but a bit confusing sometimes”

Challenges…!!! Auto notices – SMS not working with auto notices How do we know notices are being received? Timing of notices Replying to notices? Student’s changing minds! And numbers! Text of notices….

Example text of notices… Items u have out are due back in 2 days. Return to avoid fines or ring to renew /7. Any probs call

Contact Details Helen Jamieson Lending Services Manager Helen Carberry Information Assistant Maureen Richardson Electronic Resources Manager Any questions….?