Live virtual reference: more work and more opportunity

Abstract

The US Department of Energy (DOE) Energy Library uses Library Systems & Services’ (LSSI) Virtual Reference Desk (VRS) to provide live reference via the Internet. Energy Library reference librarians use VRS to conduct reference interviews by chat, take the patrons to or send Web pages, collaborate on questions, and provide transcripts for patron follow‐up. VRS allows the reference librarians to reach those who cannot or do not come to the library and makes the librarian a reference resource for a wider audience. The Energy Library VRS patrons and their questions have transitioned from mostly DOE headquarters employees looking for codes, policies and similar documents, to mainly non‐DOE people seeking information, increasing the diversity of reference skills needed.

Citation

Patterson, R. (2001), "Live virtual reference: more work and more opportunity", Reference Services Review, Vol. 29 No. 3, pp. 204-210. https://doi.org/10.1108/00907320110399592