ABSTRACT
While still a relatively new development in reference services, virtual or digital reference is becoming more common in many libraries. One definition of virtual reference is “reference service initiated electronically, often in real-time, where users employ computers or other Internet technology to communicate with librarians, without being physically present” (MARS Digital Reference Guidelines Ad Hoc Committee, 2004). The types of technology used for virtual reference include chat, videoconferencing, Voice over IP, e-mail, and instant messaging. The use of electronic resources to answer reference questions is not considered of itself virtual reference, although online resources are often used in providing virtual reference. Furthermore, virtual reference questions are often followed-up by other modes of communication that are not considered virtual, such as telephone, fax, and regular mail.
