hundred years ago, anyone who wanted to speak with a reference librarian had to go to the library and approach the reference desk. Or perhaps call on the phone, but probably not all libraries offered that service. In the 1990s, the introduction of the public internet caused a great disruption of library services. Slowly but surely, libraries started to offer virtual reference services (VRS) by email, instant messaging, chat, Skype, videoconferencing, etc. Most of these technologies proved best for short, uncomplicated questions and unsuitable for in-depth research questions. At the same time, much information became available electronically, either on the web or library subscriptions to various proprietary databases. To this day, though, a lot of information remains available only in print. Every library mounted a web site. Its reference department page would provide all kinds of helpful resources and instructions. When the pandemic forced closure of library buildings, these 20 or 30 years of experience with VRS became critical to maintaining any kind of reference service at all. Before the pandemic, VRS supplemented face-to-face reference service. At some libraries, it was little used and little known. Some libraries didn’t offer it at all. These libraries soon learned the value of … Continue reading →