Going Live: Starting and Running a Virtual Reference Service

Citation

Johnson, S.L. (2004), "Going Live: Starting and Running a Virtual Reference Service", Library Review, Vol. 53 No. 9, pp. 466-466. https://doi.org/10.1108/00242530410565283

In their efforts to provide reference services to patrons anytime and anywhere, libraries worldwide are experimenting with live virtual reference services. Here the word “experimenting” is used deliberately, for as the author states (p. 21), this is a brand new field for libraries, and all virtual reference services are pilot projects. Despite the novelty, there is an obvious need for resources for librarians interested in providing this service to their patrons.

This volume has the advantage of being written by a pioneer in the development of online reference services, Steve Coffman, vice president for product development at LSSI (and now vice president, strategic development at LSSI's parent company, Tutor.com). Most of the examples are based on his own experiences either at LSSI itself or in helping client libraries set up their own services. With Michelle Fiander and Kay Henshall of LSSI, who contributed advice to the management chapter, Coffman takes librarians through a step‐by‐step process on setting up and running virtual reference services. The tone is friendly and accessible. Chapters include a history of reference services (including, at the last, virtual reference, in use at both libraries and corporations); designing systems that work; management; marketing; and future developments. Throughout, he covers the advantages that Web‐based reference services can have for librarians and patrons. At the same time, he admits that no system is perfect, at least not yet. To this end, he advises librarians on problems they may experience, from technical issues to staff scheduling to the need for ongoing training.

The book concludes with two appendices: one, a lengthy checklist of features to be used by librarians in selecting software packages (p. 38), and the other, a sample screening test of questions to be given to prospective virtual reference librarians (p. 9), one similar to that used by LSSI in their own hiring process. Finally, an abridged version of Bernie Sloan's well‐known virtual reference bibliography is provided.

Nearly all of the major American publishers in library science (Neal‐Schuman, Libraries Unlimited, ALA Editions, and more) have recently come out with books on developing and managing virtual reference projects. All are fairly similar coverage‐wise, but there are some differences worth mentioning. Coffman's book is strong on issues related to staffing, including hiring new librarians and training current ones. It also provides good coverage on the history and background of virtual reference and gives considerable insight into what it is like to run a large‐scale service. The price tag of $42, though costly for such a slim volume, is cheaper than the others. There are few screenshots or other graphics, so despite its length, it is compact and full of useful advice.

On the other hand, the lack of graphics may prevent librarians from visualising, while reading the text, what staff and patron screens will look like. It is also short on case studies, and though there is plenty of detail on how to choose appropriate software, few of the major players in the field (aside from LSSI) are mentioned by name. Privacy issues are not discussed very thoroughly, something the author acknowledges, though privacy policies are covered and illustrated in other books (below). More specific examples on the types and variety of services currently in use would have strengthened the volume even more.

Among works with similar coverage, Anne Grodzins Lipow's The Virtual Reference Librarian's Handbook (Neal‐Schuman, 2003, $85, 197 pp.) is a useful handbook with plentiful examples; Jana Smith Ronan's Chat Reference: A Guide to Live Virtual Reference Services (Libraries Unlimited, 2003, $45, 225 pp.) has the best mix of practical advice and case studies; and Marc Meola and Sam Stormont's Starting and Operating Live Virtual Reference Services (Neal‐Schuman, 2002, $65, 167 pp.) is a user‐friendly workbook with emphases on both planning and staffing. If your library already owns one of these volumes, you may not need another. Still, Coffman's book is a good choice for libraries that are just starting to think about virtual reference. It brings up many important background issues libraries should consider before jumping in, and it provides useful guidance for the implementation process.