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In the past decade, library literature has witnessed a spate of studies documenting different aspects of Collaborative Virtual Reference Services (CVRS) and a significant amount of valuable information is spread across numerous individual reports. With the support of the Institute for Museum and Library Services, the authors of this chapter undertook a synergistic effort to examine these studies and identify the popular governance models as well as shared challenges and benefits. They conducted a supplementary survey of librarians with personal experience working in CVRS. The authors found that while collaborative structures are myriad, many utilize similar staffing and management strategies. Benefits of CVRS include shared staffing responsibilities, the extension of service hours, professional and community development, access to specialists, and mitigating the risks of a new service, while challenges include answering local questions, cultural differences, and software and technology problems. The literature on CVRS primarily focuses on single collaborations. While these in-depth examinations are valuable, they cannot provide a “big picture” of how libraries may work together to provide a service. As budgets shrink and ICT-facilitated connections grow, collaboration is an option to which many libraries are turning to for the provision of reference as well as other services. The quality of such collaborations may be improved by considering the lessons presented in this chapter, resulting in better service.

As the virtual reference service (VRS) is becoming a standard service of the digital library, efficient collaboration among virtual reference services is also becoming more and more important for information exchange and sharing. This paper seeks to examine existing collaborative VRS systems with a view to achieving collaboration.

This paper studies existing collaborative VRS (CVRS) systems and analyzes their structures, methods and functions for achieving collaboration.

Three collaborative structure models are proposed and basic collaborative methods and collaborative functions are concluded. A CVRS reference model is depicted.

Since the study is not based on an exhaustive list of CVRS systems and technologies are always developing, the collaborative structure models, methods and functions presented in this paper are possibly not complete and may need to be adjusted and amended. There is also urgent work to be done to advance and establish related standards and protocols for CVRS.

The study is intended to help libraries to identify quickly the necessary elements and mechanisms for the design of a proper degree of CVRS or to develop or evaluate VRS systems.

This paper proposes and concludes collaborative structure models, methods, functions and a reference model of CVRS. It should prove helpful for libraries wishing to provide CVRS, as well as for further research on CVRS.

This paper aims to describe management and operational considerations for collaborative text reference services.

The authors conducted in‐depth interviews with members of the My Info Quest (MIQ) management team. The paper reports on the interviews in the context of MIQ's operations as the first US nationwide, collaborative text reference service.

MIQ is a non‐hierarchal organization that relies on frequent communication, enthusiastic and dedicated member librarians, and a collective sense of commitment. Challenges and lessons from MIQ's operations are discussed in the following areas: policies and procedures, staffing, service software, training, marketing, communicating and problem solving, and overall project operation.

This paper examines collaborative text reference service only from the management perspective. Future research should investigate other aspects of collaboratively providing text reference service.

This paper will help libraries implement and manage collaborative text reference services. Ultimately it will contribute to the development of best practices for text reference service.

Text reference is the most recent reference development and it does not have a large body of literature. Current reports are primarily of a single library's experience. This paper reports on collaborative service provision. It is the only article to date that examines collaborative text reference service from the management perspective.

The purpose of this study is to explore the construction pattern and the difficulties for China to develop virtual reference services (VRS).

The paper first analyzes the definition and features of the digital library, and is followed by an introduction to the development of VRS in China. Through literature search and checking web sites, some 400 documents in CNKI have been analysed on VRS from the period of January, 1990 to June, 2005, and the situation in developing VRS and problems existing in the course of doing it in China have been summarized. On the basis of connecting theory and practice on VRS, the paper provides general tactics on how to develop VRS for libraries in China.

There are some problems existing for China to develop VRS, namely shortage of funds, the information poor, the digital divide, restrictions of information infrastructure, library management, shortage of technical knowledge and user training. The paper projects what may be needed for China to continue its development of VRS in the future. There is a need for appropriate infrastructures, strategies and mechanisms to be established in order to support the diffusion of VRS principles throughout China.

This paper provides some observations and insights on the design and development of VRS in China. It suggests that decision makers in government agencies need to understand the existing gaps in VRS in China. Constructive suggestions are made for China to construct VRS and improve the service level.

To report on the 6th Virtual Reference Desk (VRD) 2004 Conference held in Cincinnati, Ohio, November 2004.

The VRD Conference is a two day meeting, organized annually by the Information Institute of Syracuse University, that focuses on the latest reference trends. The report is prepared by a library professional.

The conference was divided into the following tracks: Management, General, Evaluation/Standards, Technology, Resources, Research/Policy and Vendor Demonstrations. Generally there were six simultaneous sessions. The report includes sessions primarily from the Management and Evaluation/Standards tracks.

A brief conference report of interest to library and information management professionals.

The purpose of the study is to identify the information needs of patrons in a large Canadian academic library system by analyzing the types of questions asked through the Library’s “Ask A Librarian” system. The results provide information on specific areas of competencies and training for staff providing virtual reference services.

This article looks at virtual reference data collected between January and April 2012 from a large Canadian academic library and provides an analysis of the types of questions asked by library users. The researchers developed a detailed coding scheme for the analysis of question type and referrals made, and used the qualitative analysis software NVivo™ to code and analyze the data.

The results of this analysis found that patrons often tap into synchronous online library help when they encounter challenges with online library resources. Specific areas of patron training to be developed were also identified. Finally, areas for staff training were uncovered which will help the library provide a consistent level of service to patrons.

This is the first study in the library community to conduct a detailed analysis of the virtual reference transcripts from a large Canadian university using the NVivo™ content analysis software. The study developed and employed more detailed coding categories then has been used in previous studies to provide more information about the questions that patrons are unable to complete on their own. The study also captures detailed information pertaining to referrals.

As virtual reference and online discovery tools evolve, so do interactions with patrons. This study aims to describe how synchronous virtual reference transactions changed over a six‐year period at a university library.

Transcripts from October and February from October 2004 to February 2010 were coded for question type, interlibrary loan discussions, and referrals. Subcategories for holding types and referrals were also recorded.

The number and types of questions changed with the virtual reference platform used, both increasing and decreasing. The number of questions more than doubled from the beginning to the end of the six‐year study period. The number of holdings questions at the end of the study period was six times higher than the number at the beginning. Patterns relating to interlibrary loan discussions and referrals were noted.

The study examined transcripts from one university library. Findings cannot be generalized but provide examples that may be similar in other libraries.

The number and type of online reference questions that a library receives can change dramatically in a short time. Libraries should monitor question transactions, especially after software changes. Libraries also should consider how the placement of chat widgets changes the quantity and nature of questions and train staff appropriately.

This study examines transcripts across a longer time span than previous studies. It is unique in its examination of virtual reference widgets embedded in proprietary databases and link resolvers.

This study seeks to identify the benefits, challenges and effective methods of implementing and managing a collaborative text reference service.

The study employs the case study approach to examine the practice of the first nation‐wide collaborative text reference service My Info Quest and evaluate the effectiveness of the organization and operation of this collaboration.

Findings of the study indicate that librarians participating in My Info Quest are generally satisfied with the service organization and operation. However, more work is needed in the area of schedule accountability, communication and sustainability.

My Info Quest is the first collaborative text reference service in the nation. Through the detailed depiction and evaluation of My Info Quest's experience, the paper can help interested libraries to gain a better understanding of how to establish a collaborative text reference service and what challenges they will be facing.

This paper aims to provide a holistic view of the current practice of chat reference evaluation and to suggest a framework that could help reference practitioners evaluate chat reference services in multiple contexts.

A thorough review of the literature on chat reference evaluation is conducted and the evaluation studies are grouped by their evaluative perspective and measures. Based on the literature review, a framework of perspectives and measures for chat reference evaluation is proposed.

Chat reference evaluation has incorporated a number of new elements that do not exist in desk reference evaluation. All the evaluation perspectives and measures reported in chat reference literature are incorporated into a final framework except for one variable – “cost‐effectiveness” – which lacks the support of empirical studies in the literature.

The analytical review of the literature provides a holistic view of how chat reference is being measured for its value to both libraries and users, thus furthering the professional understanding of chat reference performance in the library environs. The framework of evaluation perspectives and measures resulting from the literature review is applicable in multiple chat reference contexts and can be customized to serve different evaluation purposes. In turn, this framework gives chat reference evaluators a clear idea of what to look at and how.

This paper fills the need to provide reference practitioners with both a critical view of current chat reference practice, and a tool that could help them design and develop a chat reference evaluation project.