Enhancing Virtual Reference:Techniques and Technologies to Engage Usersand Enrich Interaction

摘要

Virtual reference service has become ubiquitous in academic li-braries. The increased adoption of chat technology brings to lightsome of the challenges of providing high-quality reference service.The lack of a personal connection, increased transaction time, andtechnical problems are often cited. Techniques, such as conductinga reference interview or using online communication conventions,can make virtual reference as effective as face-to-face reference.Additionally, inclusion of video or Web annotation in the virtualreference session can add an element of personalization that mightotherwise be missing. Virtual reference can be an emotionally rich,engaging, and effective form of reference service if these techniquesand technologies are adopted.