Purpose – This study seeks to identify the benefits, challenges and effective methods of implementing and managing a collaborative text reference service. Design/methodology/approach – The study employs the case study approach to examine the practice of the first nation-wide collaborative text reference service My Info Quest and evaluate the effectiveness of the organization and operation of this collaboration. Findings – Findings of the study indicate that librarians participating in My Info Quest are generally satisfied with the service organization and operation. However, more work is needed in the area of schedule accountability, communication and sustainability. Originality/value – My Info Quest is the first collaborative text reference service in the nation. Through the detailed depiction and evaluation of My Info Quest’s experience, the paper can help interested libraries to gain a better understanding of how to establish a collaborative text reference service and what challenges they will be facing.