Virtual Reference Best Practices: Tailoring Services to Your Library

Citation

Penzhorn, C. (2010), "Virtual Reference Best Practices: Tailoring Services to Your Library", Library Hi Tech, Vol. 28 No. 2, pp. 330-332. https://doi.org/10.1108/07378831011047776

The last couple of years have seen quite a number of books on virtual reference services which naturally makes one wonder, when first looking at “yet another” such title, whether this one would be worthwhile. In the case of Virtual Reference Best Practice the answer is an unqualified “yes”. This book is unique in that it provides clear and simple guidelines on how to implement virtual reference services to fit your particular library. As both the title and the introduction clearly indicate, the book is aimed mainly at providing practical guidelines for the library practitioner who is in the process of, or still deciding on, the implementation of some form of virtual reference service in his/her library. Not only does the work provide a theoretical overview of key issues, but every chapter is enhanced by practical examples to support the theory in the form of field reports, for example, and value‐added features such as specific exercises, worksheets and checklists of issues to be considered when implementing virtual services.

Chapter 1 starts with a short but very clear overview of what is meant by the term “virtual reference” and the use of the term within the context of this specific book. Even though many other works that have been written on the subject also start with definitions of terms, one finds in practice that the terminology related to the concept can still be confusing. Finding such clear demarcation and explanations as provided here is very satisfying. Chapters 2 to 5 cover the core aspects that need to be taken into account and/or put in place before starting a virtual reference service: how to decide whether your library actually needs to, or wants to, or is able to, embark on the path of offering a virtual reference service (Chapter 2); how to assess your specific market, as no service can be implemented without taking into consideration a library's specific users; and their unique characteristics and needs (Chapter 3); getting the necessary support and buy‐in from all possible players and stakeholders for this new idea/service in your organisation (Chapter 4) and a chapter on policies (Chapter 5), refreshingly placed towards the beginning of the book and not in the traditional last chapter or merely as an add‐on in an appendix.

Chapter 6, which covers technology and choice of software, is not merely an overview of what is available, but also highlight the many smaller problems that libraries have to contend with when deciding what to use. A chapter on communication is also included (Chapter 7). The value of this chapter lies in that it not merely discusses the usual “why” and “how” of the reference interview, but also highlights the core issues that will determine whether your client will return. Staffing is covered in Chapter 8, and the extremely valuable question of cost and cost considerations in Chapter 9. The logical follow‐up in Chapter 10 is a discussion of collaborative services, as many institutions may not have the capability to embark on offering virtual reference services on their own. As in other chapters, examples of many established collaborative initiatives are provided, and the practical issues that may arise are dealt with.

Chapters 11 though 13 deal with training, marketing, and the critical subject of assessment, which covers not only the general “how are you doing?” but also how to determine where you want to be going. The book concludes with a chapter on the wide range of emerging technologies for future service provision. The one note of criticism that could be offered here is that a little more attention could have been paid to reference services in the Library 2.0 environment. These issues are being debated by many specialists in the reference arena, and taking into consideration the impact that social networking tools, for example, have had on the way that people communicate, libraries should be made aware of the challenges this presents for reference service delivery.

Virtual Reference Best Practice serves as a source of information and practical guidebook primarily for those libraries that have still not fully embraced virtual reference services. However, it can be used just a profitably by libraries which already have implemented such services. In addition, with the “real life” examples and the exercises and checklists provided in the work, it could also be used as a very practical and valuable handbook for teaching reference work in LIS programmes. Overall, it is a book to be commended.