Virtual Reference

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Definitions

"Virtual reference is reference service initiated electronically where patrons employ computers or other technology to communicate with public services 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."--RUSA Guidelines for Implementing and Maintaining Virtual Reference Services, 2010 (PDF)

Guidelines

IFLA Digital Reference Guidelines

Guidelines for Implementing and Maintaining Virtual Reference Services, 2010 (PDF). Reference and User Services Association. Originally prepared by the MARS Digital Reference Guidelines Ad Hoc Committee. Reference and User Services Association (RUSA), 2004. Approved by the RUSA Board of Directors, June 2004. Revised by the RUSA MARS/RSS Virtual Reference Committee, 2009. Approved by the RUSA Standards and Guidelines Committee, January 2010. Approved by the RUSA Board of Directors, March 2010.


Readings

Coffman, Steve, P M. Fiander, Kay Henshall, and Bernie Sloan. Going Live: Starting & Running a Virtual Reference Service. Chicago: American Library Association, 2003.

Hirko, Buff, and Mary Bucher Ross. http://www.alastore.ala.org/detail.aspx?ID=2220 Virtual Reference Training: The Complete Guide to Providing Anytime, Anywhere Answers.] Chicago: American Library Association, 2004.

Kovacs, Diane K. The Virtual Reference Handbook: Interview and Information Delivery Techniques for the Chat and E-Mail Environments. New York: Neal-Schuman Publishers, 2007.

McClure, Charles R. Statistics, Measures, and Quality Standards for Assessing Digital Reference Library Services: Guidelines and Procedures. Syracuse, N.Y.: Information Institute of Syracuse, School of Information Studies, Syracuse University, 2002.

Lankes, R. David. The Virtual Reference Desk: Creating a Reference Future. The virtual reference desk series. New York: Neal-Schuman Publishers, 2006.

Sachaf, Pnina and Sarah M. Horowitz. "Virtual Reference Service Evaluation: Adherence to RUSA Behaviorial Guidelines and IFLA Digital Reference Guidelines." Library & Information Science Research, v. 30, no. 2, June 2008, p. 122-137.

Kern, M. Kathleen. Virtual Reference Best Practices: Tailoring Services to Your Library. Chicago: American Library Association, 2009.

Zino, Eric "Let's Fix Virtual Reference." Library Journal, 2/1/2009


Additional Information

The Arlington Heights (IL) Memorial Library has prepared a "Vlog" item explaining how to use the library's text messaging reference; at about 1:30.

WebJunction Virtual Reference Resources

List of resources compiled by the ALA Library at Delicious.com:

There are several resources regarding virtual reference work, including handling reference transactions via chat and instant messaging, on our ALA Library Fact Sheet 19 - Virtual Reference: A Selected Annotated Bibliography.
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