Kathryn Klages presented on models of virtual reference at the OALT/ABO 39th Annual Conference on May 3rd, 2012. She discussed basic chat widgets, homegrown models developed in-house, advanced proprietary systems, corporate services that involve multiple libraries, and collaborative models that extend staffing and expertise across locations. Virtual reference services aim to extend library hours, distribute staffing, broaden expertise, and realize cost savings through economies of scale.
22. “To extend their hours of
operation, to distribute
staffing of the service across
multiple libraries, to extend
the expertise available, or to
realize cost saving associated
with economies of scale.”
Reference and User Services Association (2004). Guidelines for implementing and maintaining
virtual reference services. Retrieved April 30, 2012 from http://www.ala.org/rusa
/resources/guidelines/virtrefguidelines
