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Unit 10: Digital and Virtual Libraries

12. Virtual libraries empower the user and promote ……………….. learning. Notes

10.5 Virtual Library Environment

The Virtual Library Environment means virtual teams; virtual communication and the electronic
environment are now a reality for the library. Users are able to view and request information
resources either from the library Intranet site or over the Internet and contact staff by phone and
e-mail for more general research requests. Library services will entirely virtual. Delivering
virtual information services differs from traditional information service delivery in the following
areas: Clients are unable to visit the library to preview resources, collect material or access
resources such as databases. All communication must be conducted through e-mail, phone or
fax. Information literacy training must be delivered innovatively, as traditional face to face
training sessions are no longer possible. Even several libraries have developed ‘tele-training’
sessions, which are training sessions delivered via telephone link-up in areas such as using
library’s electronic sources and searching networked databases through their Intranets or Internet.
There is an increased dependence on information technology to access information resources.

As a result, library users often expect technical support from librarians, and queries regarding
network and access problems become increasingly common. This means librarians must keep
abreast of current technical developments and know when and where to refer clients with
problems beyond their knowledge. These differences have a number of implications for the
virtual library, such as an increased emphasis on value added information. This information
should be easy to locate using tools such as the corporate Intranet. This allows users to clearly
discern which information is most relevant to their work practices, without the benefit of face to
face communication. Marketing assumes an increasingly important role in the virtual library as
users are potentially less aware of the library than if it were located in close proximity. Given
the differences from traditional library services, there are a number of key components for
successful service delivery in the virtual environment:
Maintain interaction with clients: The Virtual Library needs to maintain a ‘human presence’
by balancing both telephone and e-mail contact. Using e-mail exclusively changes the
users’ service style that users are accustomed to and increases the likelihood of lengthy
correspondence.

Continued Visibility: The Virtual Library has to maintain an everyday presence in the
virtual environment by activities including: posting news items on the Intranet home
page, writing feature articles for the newsletter etc. and inviting people into the library
when they are traveling in the vicinity.

Policies and Agreements: Users are often unsure of the service boundaries in the virtual
environment. Highly visible policies outlining the virtual library’s role and service level
agreements means both parties have clearly defined roles and responsibilities. The Virtual
Library’s service level agreements and policies detail the services provided by the library,
clients’ obligations, request turnaround times and borrowing privileges etc.
Virtual teams have been defined as those which ‘transcend distance, time zones, and
organizational boundaries’. Virtual Library may have many virtual teams with team members
located in different locations, working to accommodate varying time zones and technical
infrastructure. The virtual environment has had a dramatic impact on the way team members
operate. As emphasized by Cascio (1999) who believes one of the most challenging aspects of
virtual teams are the absence of physical interaction and the lack of synergy associated with
verbal and non-verbal communication. As with servicing remote clients, working in the virtual
team increases the importance of communication and willingness to interact via new electronic
tools.

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