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Transforming Library Services: The Future of Virtual Reference and Real-Time Information Access

Explore the evolution of virtual reference services in libraries, driven by new technologies and increased networking. Virtual reference allows users to access library services anytime, anywhere, through real-time communication tools like chat, email, and video conferencing. Highlighting key developments since 1995, this overview discusses innovative projects like the 24/7 Reference Project and the emergence of synchronous and asynchronous reference delivery methods. Discover how virtual reference is reshaping the role of libraries and enhancing user experience through broader access to information.

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Transforming Library Services: The Future of Virtual Reference and Real-Time Information Access

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Presentation Transcript

  1. VIRTUAL REFERENCE A Work in Progress

  2. A Transformation in Reference… • New technologies • Increased networking • Bringing information to the user whenever and wherever it is needed.

  3. What is virtual reference? Real-time 24/7 Anytime, anywhere Point-of-need In-your-face

  4. Virtual reference = library information services delivered via the Internet, including: • E-mail • Web-based forms • Simple chat • Web site “pushing” • Web site “co-browsing”

  5. Broadband Connections • Audio and video conferencing • Voice over IP (VoIP)

  6. Asynchronous delivery • E-mail • Web-based forms • Delayed reference interview • User must wait for the answer

  7. Synchronous delivery • Chat • Web site pushing orco-browsing • Transforms library services from building-based to point-of-need.

  8. A brief history of real-time online reference • IPL starts using a MOO in November, 1995. • First chat reference service at SUNY Morrisville, 1996. • First Web-based chat service at Temple University, 1998. • Santa Monica PL uses Web contact center software in July, 2000.

  9. Since 2000, a phenomenal increase in real-time online reference services! Look at the two directories maintained by Gerry McKiernan and Stephen Francoeur.

  10. Web contactcenter software • Used by e-retailers like Land’s End and L.L. Bean. • Pioneered by Susan McGlamery and Steve Coffman for use in libraries. • Now used by most libraries providing real-time reference.

  11. Three innovative efforts to network reference services: • 24/7 Reference Project • Tutor.com’s Virtual Reference Toolkit • Question Point, collaboration of OCLC and the Library of Congress

  12. What’s in the future for virtual reference? • Broadband! Richer audio and visual environments • Services in other languages • NISO standards

  13. Future? • Analysis of data from transcripts • “Marketplace for reference services” • Changing staffing patterns in libraries

  14. Real-time online reference • An exciting work in progress! • A vision of point-of-need information • Revitalizes the role of the library

  15. Terms you will hear: • AskA Services • Co-browsing, escorting, pushing • Knowledge base (local and global) • Metadata • Reference Front Ends

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