Text reference service: Teens' perception and use

Focus group interviews were conducted to investigate how teen library users perceive and use text reference service. Findings indicate that teens have a mixed attitude toward the service, and they anticipate using it primarily for imposed queries. Teens' perception of three aspects of the service is also discussed: response time, librarians' use of texting abbreviations, and the impact of texting constraints. Strategies are provided to increase awareness, motivate use, and meet expectations. Findings will help inform libraries' text reference practice, providing them with a clear understanding of how teens can benefit from the service, and how their information needs can be fulfilled to their satisfaction. Such an understanding will then lead libraries to develop more effective strategies to promote and deliver library services to teens, strengthen the role libraries play in teens' information-seeking process, and establish a positive and sustaining relationship between teens and libraries.

► Teen library users lack awareness of text reference service. ► Willingness to use text reference is contingent on better understanding of it. ► Teens expect to use text reference primarily for formal imposed information needs. ► They consider text reference to be good for quick specific questions and responses. ► They feel text reference should not be constrained by cost, character limit, etc.