Virtual reference is a novel and sometimes challenging way to offer reference service to the public.  Two of us at the College of Southern Idaho take part in AnswerXpress, along with librarians from Ada Community Library, Boise Public Library, and BSU.  We help each other out by covering a regular “desk schedule” every week, and by handing on questions that only one of the libraries can answer (ex. a BSU student asking about course reserves).  Since “virtual” implies 24/7 coverage, AnswerXpress is affiliated with a national network of libraries called QuestionPoint.  If one of our patrons needs reference help late at night, or if we get more questions than we can handle, other librarians from around the country help out.  In return, we help other libraries.  At CSI, for example, we cover 8-9am, four mornings a week.  We don’t get a lot of questions from Idaho patrons at that hour, so we mostly help people from farther east.

Why do we help students from the east coast?  It’s a fair trade for the assurance that our students can always chat with a living, breathing librarian anytime that we’re not available.  A win/win situation.

Also, it’s a great way to hone our web searching skills.  Some of the people we help are quite patient, but many of them want it NOW!  Besides, the bell might ring for another question any minute.

After doing virtual reference for several years, I’ve developed a vivid picture of one difference between digital natives and digital immigrants.  The natives think of going to the web first for any question.  Once I helped an Iowa State student, in the Iowa State library, find the right floor to look for a call number!  I have helped CSI students while they are online in the CSI Library!

I know about the ups and downs of providing virtual reference service, but I’m very curious to hear about the experiences of people who have used the service.  Give AnswerXpress a try (Idaho folks - if you are reading this from elsewhere, look up your local VR service), and tack on a comment to this blog.