May: Virtual Reference Systems.

LIBRARY reference services; INFORMATION services; LIBRARIES; TELECOMMUNICATION systems; REFERENCE librarians

This article offers guide about virtual reference systems (VRS). VRS offers several advantages over telephone or e-mail reference service. The primary advantage is that VRS allows librarians and customers to communicate with each other in real time while simultaneously allowing the librarian to show the customer relevant resources that are available through the Internet. Another advantage is that customer does not have to be in the library to see a demonstration. However, VRS is not the solution to every reference requirements. There will always be library customers who will need face-to-face interaction with librarians. There are many basic VRS functions. These include chat, call alert, pushing, co-browsing, escorting, queue management, and post-chat survey. Additional features include voice over Internet protocol and Americans with Disabilities Act compliance. Librarians who are contemplating VRS deployment should be mindful of its limitations. One thing is that pricing methods differ. A major issue in providing VRS is protecting the privacy of the service's clients, as with other search or reference transactions. Another is staffing. Most VRS information providers say that a good reference librarian at the desk will also be efficient online. Some librarians find it hard to be brief, even online.