[WEB4LIB] RE: What's wrong with virtual reference?

[Hugh Jarvis]

"...virtual reference won't replace in-person reference..."

I see a growing consensus in industry that companies succeed by providing
what customers want.  No arguments about the enormous value of in-person
reference, and the complexities of providing virtual reference, but if the
users really want virtual reference, I'm confused that libraries would try
to discourage them.

I equate this stance to the assumption that the book is sacrosanct and will
prevail.  Very hard to predict right now, but I think we should focus of
assisting our patrons with their needs and supporting their preferred
behavior.  Aren't many reference desk questions the very sort that could be
resolved through instant messaging interactions..?  If patrons have resolved
all of their reference needs virtually and only need to drop by the library
to pick up physical materials then should we say no..?

Perhaps I am wrong here.  I'd like to hear more.

Cheers,

	Hugh


 Hugh Jarvis  (PhD, MLS)
 Cybrarian/Web Information Coordinator
 Creative Services - University at Buffalo
 330 Crofts Hall, Buffalo, NY USA 14260-7015
 Tel: 716 645-5000 x1428
 Fax: 716 646-3765
 Email: hjarvis at buffalo.edu (preferred)