One way in which librarians have been answering questions remotely is by putting the “reference desk” on the Web. Instead of having to call or come in, patrons can find quick information on the library’s website, usually by way of a Reference Desk or similarly-named resource. Types of resources that librarians put on their virtual reference desk shelves include almanacs, dictionaries, encyclopedias, calendars, phone directories, calculators, search tools, subject guides and the like. Some examples of excellent virtual reference desks are:
The IPL’s General/Reference Collection http://www.ipl.org/ref/RR/
Purdue University http://thorplus.lib.purdue.edu/reference...
Digital Librarian: Reference http://www.digital-librarian.com/referen...
RCLS DeskRef http://ansernet.rcls.org/deskref/
The WWW Virtual Library http://www.vlib.org/Home.html
USC http://www.usc.edu/isd/elecresources/res...
Refdesk.com http://www.refdesk.com/
Many libraries are also offering email reference services. More often than not these email or “Aska” reference services are found on the library’s Reference Desk page. The patron sees an “Ask a Librarian” icon, clicks on the link, and is presented with a form into which they can type a question for a reference librarian. Turnaround times for answers typically range from 24-48 hours depending on individual library policy and question volume. The great thing about email reference is that the patron doesn’t need to come into the library and can ask the question at a time that is convenient for them. If the question isn’t urgent this can be a very successful way to provide reference service.
A nice overview of K-12 Aska reference services from AskEric.org which includes links to several other Aska services can be found at http://askeric.org/ithome/networkers/net... . Some other Aska/Email Reference sites include The Internet Public Library “Ask a Question” Service http://www.ipl.org/ref/QUE/ , the VRD’s list of Aska Service Providers http://www.vrd.org/aska.html , and Bernie Sloan's list of links to E-Mail Reference Sites http://alexia.lis.uiuc.edu/~b-sloan/e-ma...
One of the drawbacks of email reference service is that the librarian doesn’t have the benefit of body-language, eye-contact, and the give and take of the reference interview that is often so necessary for determining what the patron really needs. Another drawback is that email is not immediate, and immediacy is what people have come to expect in our Internet culture.
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