In this paper I intend on examining the effects of virtual reference has on the traditional reference services and the library world. ìA reference librarian standing behind a desk waiting for someone to say, "I can't find what I'm looking for; can you help?" ¹ Technology and the Internet are taking the traditional library functions and operations into a whole new realm.ìProviding answers to questions is what libraries have been doing for centuries, but things are changing.î ² However, with all the information and technology that is available, the skills of a librarian are still needed to ensure the appropriate sources are used.

Virtual reference closes the book on patrons afraid to come up to the reference desk and asking the age-old question, am I bothering you. Therefore, I like to think that the library world is evolving and improving. How did the idea of virtual reference evolve? It has been said that through the many questions received via email, this was the next logical step and was a direct answer to the patrons wishes, others say that a decline in statistics of reference desk questions left librarians scrambling³ Joseph Janes and Christie Hill in their article, ìFinger on the pulse- librarians describe evolving reference practice in a n increasingly digital worldî, present answers that show ìlibrarians who are actively navigating the shift from traditional reference practices to reference in cyberspace have done so with much originality, and in some cases, against many obstacles".⁴

How did we get here? The population has dramatically changed into computer savvy, technology driven, and electronic environment of patrons. Further, the libraries collection is not what it once was, mainly comprised of print serials and monographs, it now contains a majority of electronic resources from indexes and e books, to serials and databases. Therefore, the librarianís role and resources have been forced to evolve. In the information age, the reference and library mission is being refocused and collaboration encouraged, but there is still a divide. . ìMany librarians view the move to online chat reference as a way to boost shrinking reference numbers while reaching remote users; others do not believe an effective reference transaction can take place in a virtual environment. While librarians continue to debate, commercial interests have shown Ö that the public is ready for some degree of online reference help.î⁵ Librarians stress the importance of access and need to ensure that references services are available to patrons wherever they are working and virtual reference does just that.

So what is virtual reference and what does it do? Simply defined, virtual reference can be the libraryís web based catalog and online resources, such as databases, encyclopedias, dictionaries, government documents, etc. MARS ad Hoc Committee on virtual reference guidelines defined virtual reference as ìreference 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 messagingî⁶

Many libraries are still experimenting with the different software offering virtual reference, but here are a few companies that provide software. Library Systems and Services, is a company providing virtual reference software, which enables librarians to assist patrons over the web. This software works by a web patron clicking on a live help link, filling out the information required for their question, and then on the other end, the librarian analyzes and researches their request. A browser is then introduced which allows the librarian and patron to have a live web chat.ï Another program providing virtual reference question and answer system is the collaborative digital reference service. This allows libraries that do not have the resources in their own collection to forward the request to libraries all over the world, thus providing 24/7 access. Other virtual reference programs include VRD, tutor.com, question point and ref express. ASERL has launched a program to promote virtual reference service, it has chosen the term ìAsk a librarian⁷ and has coined the slogan, ìWhen your deadline is near and you need help finding something . . . Go to your libraryís website . . . Ask a Librarian."⁸ Many library web sites that provide virtual reference, such as The Columbia University Library, provide clickable facts to answer any questions users may have about the service. ï What is Ask Us Now and who can use it? ï Do I need special software to use this service? ï What kind of computer do I need? ï What type of Internet connection do I need? ï What happens if I lose my Internet connection in the middle of a chat session? ï Who answers my reference questions? ï What types of questions will you answer? ï What if my question doesn't fit into those categories? ï How long does a live reference chat session last? ï Can I ask my question anonymously? ï Who else sees the transcript of my session? ï Are there any guidelines or policies concerning use of this service? ï What if I have questions or comments about this service? ⁹

When libraries are considering delving into the virtual reference world, they must consider the long term goals and effects of the program, staffing, start up and maintenance costs, the commitment and support the program requires software and hardware required, and the effect on its collection development. Further, when embarking on a virtual reference component the library should be sure to market its availability and target its population audience. While virtual reference programs are not face to face interviews and instruction, there is still a reference librarian needed and the quality, skills, competencies, and standards of the reference librarian should still be upheld. Therefore, the medium of communication has changed from traditional reference to virtual reference, but all aspects the job of reference librarian requires are still the same.

Corey M. Johnson in the article, ìOnline Chat Reference: Survey Results from Affiliates of Two Universitiesî, states that email reference requests have been apparent since the mid 1980ís, while live, virtual chat reference has surfaces over the past five years. David Lankes commented on virtual reference, ìthat use of human intermediation to answer questions to answer questions in a digital environment." ¹⁰ increases ìthe visibility and technical knowledge of libraries while building bridges."¹¹ Further, in the article Expanding the vision of the virtual reference desk conference, it states that virtual reference supports learners around the world and employs the use of knowledge.

A substantial amount of the traditional reference librarianís behaviors are preformed face to face, such as greetings, eye contact, understanding non verbal cues and movements, and engaging in a reference interview. One of the greatest satisfactions of a reference librarian is the development of an effective and recurring relationship with the patrons they serve;¹² some believe that virtual reference causes a loss of this personal relationship and the personal interaction of the reference interview. Virtual reference is available 24 hours a day, 7 days a week and has replaced traditional reference tools; however the virtual reference desk is ìa black box the user throws their questions into, hoping something comes back out."¹³

The downfall of library budget constraints and the shift to virtual reference is that not only are there hardware and software costs, but in some case the constraints on staff cause a message that the virtual reference librarian will get back to the user in a given time frame. ¹⁴ Ultimately, to some this virtual service is less appealing and less responsive as the face to face reference assistance. Some more downfalls associated with a virtual reference have been identified as the in depth instruction is lacking because of the errors in virtual communication. Further, virtual reference has caused some librarians anxiety due to a fear that there will be an overwhelming patron usage. As of yet this is not the case. Librarians also worry that without the face to face reference interview they will miss clues and non verbal communication vital to the success of their search.

What are the benefits of virtual reference? Virtual reference provides librarians with the ability to reconsider and revise their service values. Further, the speed that virtual reference provides is not the underlying most important characteristic of the process. Kathleen Kern in her article states that virtual reference provides less of a chance for patrons to become impatient because they are in a convenient, comfortable surrounding, but she also states that it is easy for a virtual patron to just disappear. Librarians have agreed that virtual reference has even made themselves feel more comfortable as they do not have a patron waiting and looming for them to answer the question. Further, virtual reference in some software programs, allows librarians to index and archive answers to patron requests, allowing then to quickly pull up answers to frequently asked questions. Joseph Janes and Christie Hill in their article, ìFinger on the pulse-librarians describe evolving reference practice in a n increasingly digital worldî, state that ìA similar number of librarians reported that they like providing digital reference service more than other kinds of reference because they can, for example, answer the reference questions in peace and quiet or because they had the opportunity to be more complete, to communicate better, or to better document their answers."¹⁵

While virtual reference is slowly taking the scene in the reference world studies have shown that traditional reference assistance is still a preferred method. In the article, ìOnline Chat Reference: Survey Results from Affiliates of Two Universitiesî Corey Johnson includes survey results regarding virtual reference. ìOne of the most notable trends this study has exposed is the solid popularity of in-person reference. The vast majority of surveyed university affiliates had used it, and similar numbers chose it as their first option if seeking reference assistance in a hypothetical scenario.î ¹⁶ 66% (174) of the people surveyed indicated that their first choice for assistance would be face to face reference. ¹⁷

To conclude, while the debate continues between in house and virtual reference, what matters is the library, its patrons and their expectations, not the means used¹⁸ When virtual reference services become common among patrons libraries everywhere will be a magnet to users. ìToday, old clientele have returned, and new people, who had not known the treasures of their library, have become frequent visitors. Together they constitute a rich base of community support for local libraries.î ¹⁹

¹Lipow, A. G. (2003). The future of reference: point-of-need reference service: no longer an afterthought. NReference Services Review, 31(1), 31.
²Wadham, R. (2001). Virtual reference.Yenor Inc.
³Janes, J., & Hill, C. (2002). Finger on the pulse: librarians describe evolving reference practice in an increasingly digital world. Reference & User Services Quarterly, 42(1), 54.
⁴Janes, J., & Hill, C. (2002). Finger on the pulse: librarians describe evolving reference practice in an increasingly digital world. Reference & User Services Quarterly, 42(1), 54.
⁵DJohnson, C. M. (2004). Online chat reference: survey results from affiliates of two universities. Reference & User Services Quarterly,43(3), 237.
⁶Retrieved June 7, 2004 from ⁷Retrieved June 7, 2004 from ⁸Retrieved July 9, 2004 from⁹Retrieved July 9, 2004 from¹⁰Expanding the vision
¹¹Expanding the vision
¹²Van Fleet, C., & Wallace, D. P. (2003). Virtual libraries--real threats, American Library Association. p. 188.
¹³Kern, K. (2003). Communication, patron satisfaction, and the reference interview.American Library Association, . p. 48.
¹⁴Van Fleet, C., & Wallace, D. P. (2003). Virtual libraries--real threats.American Library Associationp. 189.
¹⁵Janes, J., & Hill, C. (2002). Finger on the pulse: librarians describe evolving reference practice in an increasingly digital world. Reference & User Services Quarterly42(1), 54.
¹⁶Johnson, C. M. (2004). Online chat reference: survey results from affiliates of two universities. Reference & User Services Quarterly,(43(3), 237.
¹⁷Johnson, C. M. (2004). Online chat reference: survey results from affiliates of two universities. LReference & User Services Quarterly,43(3), 237.
¹⁸Kern, K. (2003). Communication, patron satisfaction, and the reference interview.American Library Association . p. 49.
¹⁹Lipow, A. G. (2003). The future of reference: point-of-need reference service: no longer an afterthought. Reference Services Review,31(1), 31.