A Twilio-Powered Solution for Libraries: Tampa Bay Library Consortium Builds an SMS Reference Service
Blog post from Twilio
The Tampa Bay Library Consortium has built an SMS reference service using Twilio, allowing Floridians to receive help from a librarian via text message. The "Ask A Librarian" virtual reference desk service has been in operation since 2003 and has logged hundreds of thousands of queries. The consortium uses InstantService as its chat platform and integrates with Twilio's SMS API to send and receive SMS messages. This integration allows the service to be affordable, with a cost per message of just 1 cent, making it more accessible to users. The consortium plans to launch mobile apps on Android and iOS devices in early summer, further expanding the reach of the service.
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