The Virtual Reference Handbook: Interview and Information Delivery Techniques for the Chat and E‐mail Environments

Citation

Watson, T. (2007), "The Virtual Reference Handbook: Interview and Information Delivery Techniques for the Chat and E‐mail Environments", Online Information Review, Vol. 31 No. 6, pp. 909-910. https://doi.org/10.1108/14684520710841874

Reference services in libraries have evolved over recent years. Most libraries are now providing a virtual reference service to users in various formats such as chat, instant messaging and e‐mail, often in collaboration with libraries across time zones to provide 24‐hour services. In light of these new methods for delivering reference services, Kovacs presents a timely handbook for developing the skills and knowledge of virtual reference librarians. According to the author, “the challenge is for reference librarians to be there, when and where users need them, on the web as they have been in the physical library”.

This practical, reader‐friendly guide includes interviews with practising virtual reference librarians, offering an opportunity to learn strategies from those actively involved in virtual reference services. The four main topics covered in the handbook include: dealing with the reference interview, acquiring the technical skills and knowledge required for virtual reference, developing communication skills for the virtual environment, and maintaining and building on reference skills and knowledge. Each section includes an extensive list of references and further reading, in addition to learning and self‐assessment activities designed to develop skills. These activities are also made available on the author's web site.

As information professionals, we conduct the reference interview often as a matter of habit. The author raises some good points about how reference tactics need to adapt to the online environment where clients often expect immediate answers, and it can be easier to misinterpret tone than in a face‐to‐face situation. These strategies will be useful for anyone involved in providing reference services within the online environment, while outlining some key considerations for reference services in person. A range of interview and communication strategies are highlighted, which can be used to get positive results out of the virtual reference interview. In addition, the handbook provides a useful set of competencies for virtual reference librarians, covering technical, communication and reference skills. These competencies are collated from a range of sources and provide an effective template for rating virtual reference skills.

Overall, the virtual reference handbook presents a sound consideration of the issues surrounding reference services in the virtual environment, and is suitable for both the experienced reference librarian wanting to refresh his or her skills, and those new to reference services. The strategies can be applied across the library sector, with relevance to all libraries, but in particular academic, special and public libraries. Kovacs provides good advice for libraries that are currently providing chat or e‐mail reference services, as well as a comprehensive outline of key considerations for those interested in implementing virtual reference in their library service.