WhatsApp at HKUST library: a new channel for user communication

A recent trend in academic libraries in Hong Kong and abroad is a marked decrease in the in-person and telephone questions received and answered at various library information services desks. At the same time, smartphones have become ubiquitous among Hong Kong universities’ students and staff, many of whom enjoy using Wi-Fi enabled messaging services like WhatsApp or WeChat. After successfully launching mobile applications such as for library catalog searching, room-booking, location finding and document printing, HKUST Library decided to use popular communication apps to create a new avenue for patrons to ask questions and receive answers easily and economically on their mobile devices. We describe the challenges faced, strategies pursued, and decisions made by both systems and reference staff to launch this innovative mobile information service. It also discusses the pioneering technology involved in creating the infrastructure so that library information service staff would not require a physical smartphone in order to communicate with users via WhatsApp and WeChat, as well as the human-interaction side of setting up the service, including training, service guidelines, staff acceptance and patron response. Wrapping up, we consider how this and other mobile communication trends may impact academic libraries' communications with its stake holders in the future