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Unit 7: Virtual Reference Services

Virtual reference is reference service initiated electronically, often in real-time, where patrons employ Notes
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.

7.1 Definition of Virtual Reference

Traditionally an individual institution provides reference service in a physical location, that is, in a
library. With the development of technology, especially Internet technology, libraries have developed
virtual (or “digital”) reference services (VRS) in order to provide efficient and effective reference
services to patrons in and out of the library and even to users not in the library’s usual service
community. According to the guidelines provided by the Reference and Users Services Association
(RUSA), virtual reference is a reference service, such as chat, videoconferencing, co-browsing, instant
messaging (IM), voice over Internet protocol (VoIP) or email, conducted electronically through
computers or the Internet. Most VRS are in real time and use synchronous communication. Although
reference services can be conducted using telephone, fax or mail, those are not virtual reference.
Provision of VRS is not limited by location and time. In fact, most VRS are offered outside regular
office hours. Some are even 24/7.

In consideration of cost and of staff availability most VRS are offered by a group of
libraries or consortia rather than by individual institutions. Public libraries in many
states work together to provide VRS.

Who are the users of VRS? The target users may have characteristics different from traditional
library users. VRS users may spend considerable time in front of computers and surfing on the
Internet. They use email, instant messaging or VoIP to communicate with friends and at work.
Some may participate in online chatting. Besides adults, teens and children may be potential users
of VRS because of their familiarity with computers.

7.2 Preparing for Virtual Reference Services

Virtual reference should be undertaken with a view to the long-term integration of the service with
the rest of the institution’s reference services. Even at the planning or pilot phases, virtual reference
should not be treated as an ad hoc service.
Administration should be aware of the staffing, start-up and maintenance costs involved in providing
and marketing virtual reference and should be prepared to commit to long-term provision of
resources.
Ideally, all levels of the institution’s management should commit to supporting virtual reference
before the service is formalized. As with any new service, total support from all members of
management may not be possible; however, there should be a sufficient core of staff committed to
providing a virtual reference service.
Representative members of the administration and reference library staff should be involved in
planning, training, implementation, and promotion of virtual reference services and the selection

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