Virtual Reference

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FORTHCOMING: Kern, M. Kathleen. ''Virtual Reference Best Practices: Tailoring Services to Your Library.'' Chicago: American Library Association, 2009.
 
FORTHCOMING: Kern, M. Kathleen. ''Virtual Reference Best Practices: Tailoring Services to Your Library.'' Chicago: American Library Association, 2009.
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Zino, Eric [http://www.libraryjournal.com/article/CA6631215.html "Let's Fix Virtual Reference."] ''Library Journal'', 2/1/2009
  
 
===Additional Information===
 
===Additional Information===

Revision as of 11:11, 19 March 2009

Contents

Definitions

"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 include chat, videoconferencing, Voice over IP, co-browsing, e-mail, and instant messaging."--RUSA Guidelines

Guidelines

IFLA Digital Reference Guidelines

Guidelines for Implementing and Maintaining Virtual Reference Services. 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.

Readings

Hirko, Buff, and Mary Bucher Ross. 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.

FORTHCOMING: 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.

Virtual Reference Desk Conferences via WebJunction

List of resources compiled at:
http://del.icio.us/alalibrary/libinstantmessagingchatref

There are several resources regarding virtual reference work, including handling reference transactions via chat and instant messaging, on our ALA Library Fact Sheet 21 - Automating Libraries and Virtual Reference: A Selected Annotated Bibliography.

Personal tools
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