Virtual Reference Services Research Articles

Reference anytime anywhere: towards virtual reference services at Penn State

Discusses how technological developments in libraries have led to the emergence of new service paradigms. Reference services are receiving prime attention as librarians strategically position themselves to serve users who are entering the library both through the physical gateway and the electronic gateway. Recent trends in electronic libraries, with particular reference to academic libraries, point to the need to provide value‐added library services to support virtual communities in their access to, and use of the exploding body of electronic sources. Also discusses the dynamic nature of reference services in the context of rapidly changing technologies and heightened user expectations and explores the issues associated with planning virtual reference services in an academic environment. Outlines the service rationale, software and technology considerations taken by the Pennsylvania State University in planning towards on‐line, real‐time reference services and provides an overview of the planned pilot project. Includes a list of links to Web sites with useful resources as well as links to sites of some projects on virtual reference services.

METRO and OCLC

This paper describes a collaborative effort between the Metropolitan New York Library Council (METRO) and OCLC (Online Computer Library Center) to pilot and beta test OCLC's QuestionPoint, a cooperative virtual reference service, among METRO members. The participating libraries also created collection strength profiles based on the RLG (Research Libraries Group) Conspectus. The article describes the process of forming the collaboration, the benefits that accrued to all parties, and initial implementation results.

Here, There and Everywhere—Live Virtual Reference

This paper presents a brief history of the Temple University Libraries' live virtual reference service and describes the challenges encountered in launching and maintaining the interactive reference project. The major issues that emerged during the initiative are discussed and include staffing, promotion, technical support, service effectiveness, and the nature of digital interaction. A primary focus is costs associated with the major areas addressed. Technical challenges are also explored, and a distributed staffing model is described for the TalkNow service. Factors that contribute to success are outlined and include management, staff support, and an atmosphere that encourages people to become involved and invested in the service.

Australian Library and Information Association University College and Research Libraries' Section: Annual Report 2000

The ACT Group has also been the National Group during 1999-2000. South Australia passed the responsibility to the ACT after the ALIA biennial conference in Adelaide. The National Group is traditionally passed, for the next two years, to the state or territory convening of the next ALIA biennial conference. Our chief activity this year as National Group has been organising the preconference seminar 'Any Time, Any Place: Virtual Reference Services' in association with ALIA 2000. This was very successful and attended by 62 people. The National Group has responded to policy matters which have been directed to the National Group for comment and have had the Group's contact details updated on ALIAnet. Other state Sections were invited by email to contribute items for this report for the AGM. Their email reports showed what a wide range of interesting activities the section is involved in. For example, in September 2000 Western Australia had a panel on 24 hour referencing 'Do I have to visit the library to talk to a librarian?' South Australia have produced a new glossy brochure to help promote UCRLS (SA). Many combined activities were held with other interest groups. For example Western Australia held a joint panel discussion on electronic journals with the W A Specials Section of ALIA. South Australia held a knowledge management seminar jointly organised with the South Australian InfoSci Section, and 'Copyright and the Internet' with the South Australian Special Libraries Section, Health Libraries and the Australian Law Libraries Group SA. The ACT has had a varied and extensive program of speakers including a number of speakers visiting Australia, such as Dr Jerry Campbell, Chief Information Officer of the University of Southern California, and Professor Roy Mersky, Director of Tarlton Law Library at the University of Texas, I would like to thank the Committee for their support and excellent ideas.

The Neil A. Armstrong Library and Archives: That’s One Small Step for a Virtual World Library, One Giant Leap for Education!

Migration of library services has moved increasingly toward 2D web services and social interactivity and 3D virtual reference services. Patron satisfaction with reference services is a key tenant for determining a successful reference interaction. The study examines the roles of user identity, educational learning modalities, institutional sustainability, and credibility in achieving overall user satisfaction in reference social interactions within NASA JPL’s STEM education-focused library and other more generalized libraries within the virtual world Second Life.