A Virtual Reference Experience Integrating Theory Into Practice

Virtual reference - today's fastest-expanding library service - raises many complex policy and implementation questions. Unfortunately, this service is in an early stage and experiences are limited. This groundbreaking volume combines the most current thinking and theory from experts and relates it to real-world virtual reference projects, studies, and findings from libraries across the nation. Patrons of Digital Reference Services, Digital Reference Librarians, Digital Reference Services and Policies, and The Broader Context of Digital Reference - to highlight the users, staff, services, as well as societal, legal, and political environments within which digital reference services exist. Conference, the nation's premier event for digital reference practitioners, that have been developed, updated, and refined for inclusion here. They cover design, operation, and marketing of services; user perceptions; training; personal interaction; policies; best practices and guidelines; user surveillance and privacy; and much more. Reference librarians, administrators, and information professionals will find these innovative ideas and practical experiences from the cutting-edge of virtual reference invaluable.

Whether you call it chat reference, virtual reference, or digital reference, a new form of reference services has been developed. This book came out of the Fourth Annual Virtual Reference Conference, held in San Antonio in 2003. Papers presented there were developed into chapters that discuss virtual reference patrons, librarians, policies, and the broader legal environment that the services operate in. Patron surveys, a survey of AskERIC users, and reasons for training reference librarians are presented. Services and policies are explored, including the proposal of expanding the boundaries of digital reference. An attorney discusses the USA Patriot Act and its implication for virtual reference. Recommended for librarians who want to implement or improve digital reference services. Jack O'Gorman
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