313:(IM) services are used by some libraries as a low-cost means of offering chat-based reference, since most IM services are free. Utilizing IM for reference services allows a patron to contact the library from any location via the internet. This service is like the traditional reference interview because it is a live interaction between the patron and the librarian. On the other side the reference interview is different because the conversation does not float away but instead is in print on the screen for the librarian to review if needed to better understand the patron. IM reference services may be for the use of in-house patrons as well as patrons unable to go to the library. If library computers support IM chat programs, patrons may IM from within the library to avoid losing their use of a computer or avoid making embarrassing questions public.
194:
by libraries. Library services in
America and the UK are just now gaining visibility in their use of virtual reference services using chat software. However, a survey in America revealed that by 2001 over 200 libraries were using chat reference services. The rapid global proliferation of information technology (IT) often leaves libraries at a disadvantage in terms of keeping their services current. However, libraries are always striving to understand their user demographics in order to provide the best possible services. Therefore, libraries continue to take notes from current
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Resources were collated and lines of communication opened between libraries across the UK, paving the way for services all over the world to follow suit. There are now a number of area-specific reference services across the UK including Ask A Librarian (UK-wide, established in 1997), Ask Cymru (Welsh and
English language service), Enquire (Government funded through the People's Network, also UK-wide), and Ask Scotland. Ask Scotland was created by the Scottish Government's advisory body on libraries, SLIC (Scottish Library and Information Council), using
159:"Chat reference" is often used interchangeably with virtual reference, although it represents only one aspect of virtual reference. Virtual reference includes the use of both synchronous (i.e., IM, videoconferencing) and asynchronous communication (i.e., texting and email). Here, "synchronous virtual reference" refers to any real-time computer-mediated communication between patron and information professional. Asynchronous virtual reference is all computer-mediated communication that is sent and received at different times.
375:, or cooperative browsing, is a virtual reference function that involves interactive control of a user’s web browser. This function enables the librarian to see what the patron has on his or her computer screen. Several types of co-browsing have been offered in mobile devices of late; libraries may have software that incorporates dual modes of co-browsing in a variety of formats. For instance, it is possible to browse on a mobile device within and between documents (such as Word), webpages, and images.
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408:"Virtual reference is reference service initiated electronically, often in real-time, where patrons employ computers or other Internet technology to communicate with reference staff, without being physically present. Communication channels used frequently in virtual reference include chat, videoconferencing, Voice over IP, co-browsing, e-mail, and instant messaging.
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reference service through IM, it is important to meet higher level of information literacy standards. These standards include evaluating the information and its source, synthesizing the information to create new ideas or products, and understanding the societal, legal, and economic issues surrounding its use.
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Virtual reference services are growing in popularity in the UK with more institutions accepting queries via email, instant messaging and other chat based services. A study of the use of virtual reference within UK academic institutions showed that 25% currently offer a form of virtual reference, with
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and are continually incorporating a diversified range of interactive technologies in their service repertoires. Virtual reference represents only one small part of a larger library mission to meet the needs of a new generation, sometimes referred to as the "Google
Generation", of users who have grown
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Providing remote-based services for patrons has been a steady practice of libraries over the years. For example, before the widespread use of chat software, reference questions were often answered via phone, fax, email and audio conferencing. Email is the oldest type of virtual reference service used
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The use of electronic mail (email) in responding to reference questions in libraries has been in use for years. Also, in some cases with the IM feature, a question may be asked that cannot be resolved in online chat. In this instance the staff member may document the inquiring patron’s email address
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At times, IM becomes challenging because of lack of non-verbal cues such as eye contact, and the perceived time pressure. Moreover, formulating the question online without the give and take of nonverbal cues and face to face conversation presents an added obstacle. In addition, to provide effective
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software to provide an all-hours digital reference chat service. Targeted at health libraries where reference queries from health professionals could occur at any time of the day or night due to medical emergencies, the collaboration between the two countries meant that someone would be on hand to
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The terminology surrounding virtual reference services may involve multiple terms used for the same definition. The preferred term for remotely delivered, computer-mediated reference services is "virtual reference", with the secondary non-preferred term "digital reference" having gone out of use.
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UK public libraries were instrumental in some of the first steps towards UK-wide internet collaboration amongst libraries with the EARL Consortium (Electronic Access to
Resources in Libraries) in 1995, in a time where internet access was a rare commodity for both library staff and the public.
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Webforms are created for digital reference services in order to help the patron be more productive in asking their question. This document helps the librarian locate exactly what the patron is asking for. Creation of webforms requires design consideration. Because webforms substitute for the
147:. It is the remote, computer-mediated delivery of reference information provided by library professionals to users who cannot access or do not want face-to-face communication. Virtual reference service is most often an extension of a library's existing reference service program. The word "
171:. These early-adopter libraries launched digital reference services for two main reasons: to extend the hours that questions could be submitted to the reference desk, and to explore the potential of campus-wide networks, which at that time was a new technology.
354:(IM) has become a very popular Web-based feature. Instant messaging is a real time conversation that utilizes typed text instead of language. Users may feel a sense of satisfaction with the use of this tool because of their personalized interaction with staff.
155:, such as dictionaries, encyclopedias, etc. This form of reference work expands reference services from the physical reference desk to a "virtual" reference desk where the patron could be writing from home, work or a variety of other locations.
185:
In the early- to mid-1990s, digital reference services began to appear that were not affiliated with any library. These digital reference services are often referred to as "AskA" services. An example of an AskA services is at the
151:" in this context refers to the task of providing assistance to library users in finding information, answering questions, and otherwise fulfilling users’ information needs. Reference work often but not always involves using
292:. These applications possess functionality such as: chat, co-browsing of webpages, webpage and document pushing, customization of pre-scripted messages, storage of chat transcripts, and statistical reporting.
223:, etc.) applications in a library's suite of online services. As technological innovations continue, libraries will be watching to find new, more personalized ways of interacting with remote reference users.
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Berube, L. (2005) People's
Network Enquire: virtual reference in England, World Library and Information Congress: 71st IFLA General Conference and Council, August 14th - 18th 2005, Oslo, Norway.
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The range of cost-per-transaction of reference interactions has been found to be large, due to the differences in librarian salaries and infrastructural costs required by reference interviews.
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In Europe some countries offer services in both their own national language and in
English. European countries include: Finland, the Netherlands (in Dutch only), Denmark, and France.
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Virtual reference queries are sometimes followed-up with telephone, fax, in-person and regular mail interactions, even though these modes of communication are not considered virtual."
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Virtual service software programs offered by libraries are often unique, and tailored to the individual library's needs. However, each program may have several distinct features. A
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quickly adopted webforms for question submission. Since then, the percentage of questions submitted to services via webforms has outstripped the percentage submitted via email.
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Cummings, J., et al. User
Preferences in Reference Services: Virtual Reference and Academic Libraries. portal: Libraries and the Academy. Vol. 7, No. 1 (2007), pp. 81–96.
682:"Chapter 2.10: A Cooperative Framework for Information Browsing in Mobile Environment". In: Taniar, D. (2008) Mobile Computing: Concepts, Methodologies, Tools, and Applications
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Ronan, J. "Application of
Reference Guidelines in Chat Reference Interactions: A Study of Online Reference Skills." College & undergraduate libraries 13.4 (2006): 3-23.
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Desai, Christina M. & Graves, Stephanie J. "Instruction via
Instant Messaging reference: what’s happening?", The Electronic Library 24 (2) ( 2006): 174-189.
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While online sources are often utilized in provision of virtual reference, use of electronic sources in seeking answers is not of itself virtual reference.
978:(2006) Virtual reference: A reference question is a reference question … or is virtual reference a new reality? New career opportunities for librarians,
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Other countries which offer virtual reference services include: Australia, New
Zealand, Canada, and the state of Colorado in the United States.
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Barry, E et al (2010) Virtual Reference in UK academic libraries: The virtual enquiry project 2008–2009, Library Review, Vol. 59 (1) pp.40-55
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Murfin, Marjorie E. "Cost Analysis of Library Reference Services," Advances in Library Administration and Organization, 11, 1993, pp. 1–36.
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Accept imperfection in conversations without spending time to go back and make corrections. Most words are recognizable through context.
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Hua, Z., et al. (2008) Chapter 2.10: A Cooperative Framework for Information Browsing in Mobile Environment, In Taniar, D., ed. (2008)
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The earliest digital reference services were launched in the mid-1980s, primarily by academic and medical libraries, and provided by
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can use mobile phones, text-to-instant messaging or web-based services to respond to reference questions via text messaging.
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is a cloud solution with a single dashboard that integrates Chat, SMS, Email, and Twitter virtual reference services.
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Janes, Joseph. "Introduction to Reference Work in the Digital Age", pages 64-65. Neal-Schuman Publishers Inc., 2005.
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is a chunk of information that users can access independently. An example of this is a serialized listing of
592:"Web 2.0 as catalyst: Virtually reaching out to users and connecting them to library resources and services"
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and the ALA were in talks about offering a National Ask A Librarian service across the whole United States.
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A collaboration between UK and Australian library services, entitled Chasing the Sun, was initiated using
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at the Library and Information Science (LIS) Wiki - list of libraries providing chat reference services
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1106:, Florida state's virtual reference service, provides live chat with co-browsing and email functions.
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Woodhouse, S. (1998) Delivering the New Public Library: the role of the EARL Consortium, INFOCUS 3(1)
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reference interview, receiving as much information as possible from the patron is a key function.
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Godfrey, Krista, K. "A new world for virtual reference." Library Hi Tech 26(4) (2008): 525-539.
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up with the internet. For instance, virtual reference may be used in conjunction with embedded
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The following provide software and technology infrastructure for digital/virtual reference.
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https://web.archive.org/web/20080723095941/http://www.teachinglibrarian.org/chatsoftware.htm
404:'s (ALA) 2004 MARS Digital Reference Guidelines Ad Hoc Committee contains three components:
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is the University of Seville, Spain, online reference service with LibraryH3lp program
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Create a profile to convey information about the library and increase online presence.
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Become familiar with and use accepted IM abbreviations such as LOL (Laugh Out Loud).
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Boss, R.W. (2007) Tech Notes: virtual reference, Public Library Association, ALA,
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and funded by the Public Library Quality Improvement Fund (PLQIF) in June 2009.
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Several applications exist for providing chat-based reference. Examples include
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Francoeur, S. (2002) The Teaching Librarian: Index of Chat Reference Services,
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outside the library field. These applications bear a resemblance to commercial
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Sears, J. (2001) Chat reference service: An analysis of one semester's data,
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Virtual Reference, Real Money: Modeling Costs in Virtual Reference Services
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reference service is conducted online, and the reference transaction is a
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54% of academic institutions surveyed considering adding this service.
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Anderson, Rick. "IM Me", Library Journal 130 (April 1, 2005): 34-35.
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Virtual Reference Best Practices: Tailoring Services to Your Library
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Danish Libraries homepage, with links to a virtual reference form:
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Mobile Computing: Concepts, Methodologies, Tools, and Applications
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Ask Colorado, the service from the state of Colorado in the USA:
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Pace, A. (April 2003). "Virtual Reference: What's in a Name?".
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http://www.natlib.govt.nz/services/get-advice/ask-a-librarian
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893:"PDF presentation by Chasing the Sun Co-chair Sue Rockliff"
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National Library of New Zealand's Ask a Librarian service:
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MARS Digital Reference Guidelines Ad Hoc Committee (2004).
625:," portal: Libraries and the Academy, 9, 2009, pp. 133-164.
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American Library Association's digital reference guidelines
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685:. London: Information Science Reference. pp. 497–505.
347:(FAQ) that a user can read and use at his or her leisure.
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Breeding, M. (2001) Providing virtual reference service,
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National Library of Canada's virtual reference services:
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National Library of Australia's Ask a Librarian service:
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The type of sources being requested (print or electronic)
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A return email address to send the answer to the question
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National Library of Scotland's 'Ask a Librarian' service
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Finnish National Libraries online reference service:
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Virtual Reference: A Selected Annotated Bibliography
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Online Reference Section of the Library Success Wiki
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Location of the patron (are they a library patron?)
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256:What sources have been consulted by the patron
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1112:, Hawaii's statewide email reference service.
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361:With the increase in use of text messaging (
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335:Software for providing digital reference
243:Aspects commonly found within webforms:
1178:Chat reference libraries at liswiki.org
1073:chat client and SMS gateway. See also:
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679:Hua, Z.; et al. (2008).
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1000:Pomerantz, J. (2006).
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559:Rowlands, I. (2008).
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905:on 2012-03-08
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71: –
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65:Find sources:
59:
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49:
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43:This article
41:
37:
32:
31:
19:
1627:
1613:Preservation
1563:Conservation
1511:Acquisitions
1392:Subscription
1321:Presidential
1141:Ask Scotland
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1016:
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1005:
994:
986:(93), 3-22,
983:
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52:Please help
47:verification
44:
1823:WikiProject
1543:Circulation
1067:LibraryH3lp
953:(4), 42-43.
487:(4): 55–56.
373:Co-browsing
217:del.icio.us
1838:Categories
1748:Archivists
1731:Librarians
1689:by country
1526:Cataloging
1521:Assessment
1259:Consortium
1249:Children's
1131:LivePerson
1116:Answerland
909:2012-03-05
878:2010-07-25
750:(1): 9–14.
467:References
367:Librarians
300:See also:
110:March 2008
80:newspapers
1849:Reference
1741:fictional
1704:destroyed
1684:Libraries
1623:Reference
1583:Inventory
1496:Five laws
1436:E-science
1423:librarian
1421:Types of
1412:Traveling
1254:Christian
1214:Libraries
1093:Providers
379:In the UK
286:Tutor.com
180:libraries
149:reference
1803:Glossary
1714:national
1451:ensemble
1355:Research
1348:Carnegie
1316:National
1301:Medicine
1234:Academic
1019:(Fall),
791:Archived
450:See also
235:Webforms
205:Facebook
1813:Outline
1793:Commons
1709:medical
1699:ancient
1694:by size
1654:History
1645:Weeding
1628:virtual
1531:catalog
1370:virtual
1338:Private
1286:Lending
1264:Digital
1239:Archive
602:(Fall).
302:Chatbot
209:YouTube
201:Web 2.0
163:History
141:library
94:scholar
1633:roving
1463:School
1387:Street
1360:School
1343:Public
1333:Prison
1306:Mobile
1276:Hybrid
1269:shadow
1244:Branch
976:et al.
510:
221:Flickr
169:e-mail
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75:
67:
1753:women
1736:women
1676:Lists
1446:Music
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903:(PDF)
896:(PDF)
213:blogs
101:JSTOR
87:books
1536:OPAC
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1216:and
1071:XMPP
508:ISBN
304:and
73:news
1441:Law
1402:Toy
1296:Map
1281:Law
934:or
667:SMS
573:doi
363:SMS
56:by
1840::
1017:32
1015:,
1004:.
984:45
982:,
951:18
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746:.
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691:^
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536:^
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178:,
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575::
123:)
117:(
112:)
108:(
98:·
91:·
84:·
77:·
50:.
20:)
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