Virtual Reference Services in Modern Libraries

Reference Service is an important personalized service in the library and information centers. Traditionally, it is a one-to-one service provided by the reference librarian to users. But the present epoch is being transformed by the technology. Thus, with the progression of shifting technology the approaches of providing reference service in the libraries are gradually changing. Nowadays it is offered to the user in a fresh and more developed form called as “virtual reference service”, also known as “digital reference service” (Mahrana & Panda, n. d.). Virtual reference is reference service commenced by electronic means where patrons employ technology (a computer or any other form) to communicate with the professionals without being physically present. The modes of communication often used in virtual reference include e-mail, instant messaging, chat, Voice-over-IP, videoconferencing, co-browsing etc. (RUSA, 2010). Virtual Reference Services (VRS) have high user satisfaction (Mu, Dimitroff, Jordan, & Burclaff, 2011). As libraries make more digital resources available over the web, virtual reference traffic is consequently expected to increase. According to Gray (2000a) more internet use is equal to more Virtual reference traffic. The present article aims to discuss the concept of Virtual Reference Services in contemporary libraries. It also assesses nascent modes of providing quality Virtual Reference Services. Further the chapter also discusses reputed Virtual Reference systems of select online Libraries.Request access from your librarian to read this article's full text.