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Unit 7: Virtual Reference Services

• Representative members of the administration and reference library staff should be involved Notes
in planning, training, implementation, and promotion of virtual reference services and the
selection of virtual reference software.
• Virtual Reference is an extension of an institution’s existing reference services.
• Library staff conducting virtual reference should be selected on the basis of ability, interest,
and availability.
• Virtual reference communications between patrons and library staff should be private except
as required by law.
• 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 in-
clude chat, videoconferencing, Voice over IP, co-browsing, e-mail, and instant messaging.

7.6 Keywords

Virtual : Almost
Collaborate : Work together
Synchronous : Happening together

7.7 Review Questions

1. Write the definition of virtual reference.
2. Describe virtual reference services in detail.
3. Explain the provision of services.
4. Explain organization of service.
5. Explain the evaluation and improvement of reference services.

Answers: Self Assessment

1. Electronically 2. Planning, virtual 3. (b)
4. (a) 5. True 6. True

7.8 Further Readings

FARMER (LSJ), Ed. The human side of reference and information services in academic
libraries: adding value in the digital world. 2007. Chandos Publishing, Oxford.
FOSKETT (DJ). Information service in libraries. Ed. 2. 1967. Archon Book Hamden,
Connecticut.

Online links http://knol.google.com/k/virtual-reference-services#
http://www.ala.org/pla/tools/technotes/virtualreference

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