“r u there? i need help”

The Virtual Reference Desk: Another type of Web Conferencing

Tina GlatzCEL580

Spring 2009

What is virtual reference?

As defined by OCLC:

Using computer and communications technology to provide reference service

to patrons anytime and anywhere.

What is virtual reference?

Wikipedia:

Virtual reference services are the remote delivery of reference source materials that are provided to users who are not inside

the library. They are used by people seeking to utilize resources who are unable (or unwilling) to visit a library.

Types of digital reference include:

Asynchronous digital reference, such as e-mail and Web-form questions, in which the

patron submits a question and the librarian, responds at a later time.

Synchronous digital reference, such as chat and voice over IP, in which the patron

and librarian communicate in real time.

Components of Virtual Reference

Seven Types: 1. Online chat (Synchronous)2. Text Messaging (Synchronous)3. Co-browsing (Synchronous)4. Knowledge base (Asynchronous)5. Email (Asynchronous)6. Pre-constructed message (Asynchronous)7. Statistical reporting (Asynchronous)

Examples of Virtual Reference Desks:

Ask a Librarian, Florida's Virtual Reference Service, provides Live Chat Virtual Reference Service featuring cobrowsing and Email Virtual Reference service.

QandANJ.org, New Jersey's statewide Virtual Reference Service, provides live answers 24 hours a day, 7 days a week.

http://www.lib.k-state.edu/reference/vref/ Hale Library Help Desk, Kansas State Libraries