Virtual reference
Encyclopedia
Virtual reference 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 definition formulated by the American Library Association's (ALA) 2004 MARS Digital Reference Guidelines Ad Hoc Committee contains three components:
having gone out of use in recent years. 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.
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 cyberculture
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 up with the internet. For instance, virtual reference may be used in conjunction with embedded Web 2.0
(online social media such as Facebook
, YouTube
, blogs, del.icio.us
, Flickr
, 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.
is a chunk of information that users can access independently. An example of this is can a serialized listing of frequently asked questions (FAQ) that a user can read and use at his or her leisure.
(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.
Email
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 and will the user a response.
or SMS), some libraries are also adopting text messaging in their virtual reference services. Librarian
s can use mobile phones, text-to-instant messaging or web-based services to respond to reference questions via text messaging.
Canada
United Kingdom
Spain
For an extensive list of international virtual chat reference services, see the LIS wiki Chat reference libraries.
- "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.
- While online sources are often utilized in provision of virtual reference, use of electronic sources in seeking answers is not of itself virtual reference.
- 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."
Nomenclature
The terminology surrounding virtual reference services is often vague and confusing, with 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 referenceDigital reference services
Digital reference is a service by which library reference service is conducted online, and the reference transaction is a computer-mediated communication....
having gone out of use in recent years. 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.
Background
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 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 cyberculture
Cyberculture
Cyberculture is the culture that has emerged, or is emerging, from the use of computer networks for communication, entertainment and business. It is also the study of various social phenomena associated with the Internet and other new forms of network communication, such as online communities,...
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 up with the internet. For instance, virtual reference may be used in conjunction with embedded Web 2.0
Web 2.0
The term Web 2.0 is associated with web applications that facilitate participatory information sharing, interoperability, user-centered design, and collaboration on the World Wide Web...
(online social media such as Facebook
Facebook
Facebook is a social networking service and website launched in February 2004, operated and privately owned by Facebook, Inc. , Facebook has more than 800 million active users. Users must register before using the site, after which they may create a personal profile, add other users as...
, YouTube
YouTube
YouTube is a video-sharing website, created by three former PayPal employees in February 2005, on which users can upload, view and share videos....
, blogs, del.icio.us
Del.icio.us
Delicious is a social bookmarking web service for storing, sharing, and discovering web bookmarks. The site was founded by Joshua Schachter in 2003 and acquired by Yahoo! in 2005, and by the end of 2008, the service claimed more than 5.3 million users and 180 million unique bookmarked URLs...
, Flickr
Flickr
Flickr is an image hosting and video hosting website, web services suite, and online community that was created by Ludicorp in 2004 and acquired by Yahoo! in 2005. In addition to being a popular website for users to share and embed personal photographs, the service is widely used by bloggers to...
, 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.
Software features
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.Knowledge base
A knowledge baseKnowledge base
A knowledge base is a special kind of database for knowledge management. A Knowledge Base provides a means for information to be collected, organised, shared, searched and utilised.-Types:...
is a chunk of information that users can access independently. An example of this is can a serialized listing of frequently asked questions (FAQ) that a user can read and use at his or her leisure.
Online chat
Online chat, or instant messagingInstant messaging
Instant Messaging is a form of real-time direct text-based chatting communication in push mode between two or more people using personal computers or other devices, along with shared clients. The user's text is conveyed over a network, such as the Internet...
(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.
Text messaging
With the increase in use of text messaging (Short Message ServiceShort message service
Short Message Service is a text messaging service component of phone, web, or mobile communication systems, using standardized communications protocols that allow the exchange of short text messages between fixed line or mobile phone devices...
or SMS), some libraries are also adopting text messaging in their virtual reference services. Librarian
Librarian
A librarian is an information professional trained in library and information science, which is the organization and management of information services or materials for those with information needs...
s can use mobile phones, text-to-instant messaging or web-based services to respond to reference questions via text messaging.
Co-browsing
Co-browsing, 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.Pre-constructed message
In virtual reference systems some forms of communication are automated, such as basic instructions for database use, standard greetings and farewells.Statistical reporting
This feature is important in order for the library staff to effectively learn how the systems is used, to see patterns of use and the evaluate the overall effectiveness of the system.Providers
United States- Ask a LibrarianAsk a LibrarianAsk a Librarian is Florida's Statewide Collaborative Live Virtual reference Service. Ask a Librarian began as a partnership between the and the . Ask a Librarian was funded initially in 2002-2003 with Library Services and Technology Act funds as a pilot project of the...
, Florida state's virtual reference service, provides live chat with co-browsing and email functions. - KnowItNow24x7, Ohio's statewide live reference service with email followups; services are provided 24 hours a day, 7 days a week.
- L-net, Oregon's statewide online chat and email reference service.
- QandANJ.org, New Jersey's statewide virtual reference service, provides live answers 24 hours a day, 7 days a week. It connects users to public and college librarians.
- Text a Librarian powered by Mosio; an American Library Association (ALA) - approved text messaging reference software provider.
Canada
- Ask a Librarian is a collaborative virtual reference service for Ontario's university libraries, coordinated by the Scholars Portal operations team.
United Kingdom
- Enquire is the UK's national 24/7 online reference service, serving over 80 English and Scottish public libraries.
- Open University Library LivePerson
- University of Teesside Library & Information Services - IM Reference
- Ask A Librarian (NLS) provided by the National Library of Scotland
- Ask ScotlandAsk ScotlandAsk Scotland is a Virtual reference service run by Scottish libraries which allows users to contact a librarian directly using one of several online methods of communication regarding a query...
, Scotland's online reference service manned by librarians in Scotland.
Spain
- Pregunte al bibliotecario is the University of Seville, Spain, online reference service with LibraryH3lp program.
For an extensive list of international virtual chat reference services, see the LIS wiki Chat reference libraries.
External links
- Chat reference libraries at the Library and Information Science (LIS) Wiki - list of libraries providing chat reference services
- Library Success Best Practice Wiki - provides a list of recommended IM chat client software
- ALA Library Factsheet 19 - provides an extensive bibliography of resources recommended for information professional use in implementing VR services