Abstract
Virtual reference - a service that allows librarians and patrons to communicate with each other in real time through the Internet by e-mail, chat or instant messaging - is currently a hot topic in libraries. In a way the commercial sector has challenged the reference function by offering Question & Answer services. To librarians this represents a threat and an opportunity. They can benefit from technologies and service models developed for the commercial arena by adapting these to virtual reference applications that will more effectively meet the needs of libraries on the Web. The literature provides many examples of pilots and experiments in taking reference into cyberspace. After an introduction to the in-and-outs of virtual reference, follows a short exposition of a virtual tour in the Netherlands where 7 of the 13 university libraries and the Royal Library have a basic ‚virtual helpdesk’. One thing is clear: virtual reference services are definitely put high on the agenda of the Dutch libraries. The Royal Library is one of the Dutch libraries, which is going to participate with QuestionPoint, formerly called Collaborative Digital Reference Service (CDRS), jointly developed by the Library of Congress and OCLC, which will provide web-based reference service to researchers anytime, anywhere, through an international, online network of member libraries.
Highlights
TRIX BAKKER from public information located mainly on the World Wide Web
There are several options available for libraries that are interested in launching a virtual reference service
To quote Ann Lipow, director of Library Solutions Institute and Press (Berkeley, USA), guru of the virtual reference service: „ rather than thinking of our users as remote, we should instead recognise that it is we who are remote from our users” (Lipow, 1999)
Summary
The number of questions coming in to library reference desks is declining and more and more of our patrons are turning to the Web to look for their answers. Several sites based on advertising support offer experts to answer questions These commercial reference services like AskJeeves and WebHelp have sprung up on the Web and are growing at fast rates and are providing library-type interactive remote reference service. The problem is that up until now, there has been no easy way for librarians to provide their patrons with live, online reference services on the Web. Libraries can benefit from the technologies and service models developed for the commercial arena. The software is based on the call center model: it queues and routes Web calls to the available agent (or librarian) The best of these programs feature a wide variety of interactive tools that allow agents to push Web pages to customers, escort customers through catalogues or databases, collaboratively fill out forms or search screens, and share slide shows and other online content. CDRS can be seen as an effective response to the question „ How do we take the reference desk to cyberspace?” (Kresh, 2001)
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