Virtual Reference, Description and Resources for Librarians
What is virtual reference?
Virtual reference, also known as digital reference, e-Reference, live chat reference, or online reference, describes the Internet-based question-answering services offered by many libraries. For a more complete definition, see the LIS Wiki definition of virtual reference.
Virtual reference includes e-mail reference (asynchronous communication), in which a user submits a question to a librarian via e-mail or web form, and live chat reference (synchronous communication), in which librarians and users exchange messages through an Internet connection. Some libraries are now offering SMS reference, also known as text messaging.
Virtual reference serves distance education students and many types of library patrons who cannot otherwise access the physical library, or prefer to interact via the Internet.
For a comprehensive list of libraries worldwide that provide online chat, see the LIS Wiki that lists Chat Reference Libraries.
If your library is not yet using virtual reference, see the ALA RUSA/MARS Guidelines for Implementing and Maintaining Virtual Reference Services.
For a list of vendors providing software for virtual reference, see the List of Vendors available via the Open Directory Project.
Virtual reference, also known as digital reference, e-Reference, live chat reference, or online reference, describes the Internet-based question-answering services offered by many libraries. For a more complete definition, see the LIS Wiki definition of virtual reference.
Virtual reference includes e-mail reference (asynchronous communication), in which a user submits a question to a librarian via e-mail or web form, and live chat reference (synchronous communication), in which librarians and users exchange messages through an Internet connection. Some libraries are now offering SMS reference, also known as text messaging.
Virtual reference serves distance education students and many types of library patrons who cannot otherwise access the physical library, or prefer to interact via the Internet.
For a comprehensive list of libraries worldwide that provide online chat, see the LIS Wiki that lists Chat Reference Libraries.
If your library is not yet using virtual reference, see the ALA RUSA/MARS Guidelines for Implementing and Maintaining Virtual Reference Services.
For a list of vendors providing software for virtual reference, see the List of Vendors available via the Open Directory Project.
posted by Sherry Buchanan | 8:19 PM
3 Comments:
Aisha ~ thanks for your comment. Virtual reference is a service that's now being offered worldwide; here is a link to a compiled list of libraries that offer live chat with reference librarians:
http://liswiki.org/wiki/Chat_reference_libraries
The service is relatively new, and the library world could probably do better to advertise their services, especially their online presences.
I am hopeful the librarians will be less like the "lunchlady" in the future, meaning that our profession will move to the virtual realms in which our potential customers already operate.
When I began my Library Science program at Syracuse, I participated in the Virtual Reference Desk pilot, which connected Library and Information Science students with real people who had real questions. It was a great chance to see how virtual reference worked - note that it was not live chat, but asynchronous reference.
Recently, the pilot joined Webjunction; see the article "Virtual Reference Desk project joins WebJunction as Information Institute of Syracuse and OCLC expand partnership" for more details: http://www.vrd.org/
More information about Virtual Reference can be found at the WebJunction site:
http://www.webjunction.org/do/Navigation?category=11649
I'd suggest that anytime you have a question, send it to your local library's virtual reference desk.
Here is a link to Syracuse University Library's Reference services page:
http://library.syr.edu/information/reference/index.html
SU Students can use Instant Messaging to contact librarians (screen name is SULibraryHelp) or e-mail questions.
For less "academic" questions (such as, "Can you help me identify this plant?" or "What books for teens have unicorns?"), you might try the Onondaga Publis Library's reference department:
http://www.ocpl.lib.ny.us/website/ask.htm
That library offers 24/7 chat, e-mail and telephone reference.
One thing I know, librarians are happy to help answer your questions, so don't be shy . . .
Again, thanks for your comments!
Virtual reference services seem to really be increasing. I also participated in the Virtual Reference desk pilot at SU and found it extremely interesting. One of the biggest challenges I encountered when answering questions was being certain that I really understood what the patron was looking for. The asynchronous nature of that virtual reference service made it impossible to conduct that very important reference interview.
Yes, Cathi, it's true that asynchronous reference can pose problems, especially in the "pilot project" venue, but it is always okay to ask clarifying questions in real life ;-)
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