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

[Andrew I. Mutch]

I think what's even more inflated is the idea that there's some
wave of hyperbolic praise for virtual reference sweeping the
profession. Aside from vendors of these services who have a self-interest
in promoting (and overpromoting) the value of virtual reference, I've seen
very few library types who have embraced virtual reference without any
reservations. Yes, I think that a lot of people are interested in the
value of the service and some are even taking the plunge in adopting these
services in one form or another. But I've heard a lot of thoughtful
questions asked in the process and a sufficient amount of skepticism
expressed to make me think that the authors are overstating their case in
this regard.

I think there's a tendency to point the finger at the technologists as
cheerleaders of new technology, whether it is to "jump on the bandwagon"
or "play with new gadgets" or similar reasonings. In my experience, the
opposite is true. Anyone who has any kind of experience with technology
and its shortcomings, tends to be the ones to scrutinize all aspects of
the technology. The idea that we blindly leap before we look just does not
square with what I hear from others. In most instances, when a decision is
made to implement technology without examining all of the ramifications of
it, you can be sure that the decision has been handed down by some higher
authority. Often, we are just following marching orders. Also, I think the
authors have confused our willingness to explore and experiment with new
technology with a need to jump on the bandwagon. The two are not the same.

Andrew Mutch
Library Systems Technician
Waterford Township Public Library
Waterford, MI



On Fri, 6 Dec 2002, Thomas Dowling wrote:

> At 09:41 AM 12/6/2002, Oberg, Steve wrote:
> >... it was clear that the authors were not arguing against virtual 
> >reference as a whole but rather against the idea that virtual reference 
> >can/should replace traditional in-person reference interaction....
> 
> 
> That's a straw man argument.  I may be a little sheltered here, but I've 
> never heard any responsible suggestion that virtual reference be considered 
> as a relplacement for in-library, in-person, I'm-a-human-you're-a-human 
> reference.  It replaces the interaction that has predominated online, which 
> was typically no interaction at all (or askjeeves.com, et al.).  By that 
> yardstick, it measures up pretty well.
> 
> 
> 
> Thomas Dowling
> OhioLINK - Ohio Library and Information Network
> tdowling at ohiolink.edu
> 
>