LawLibTech

October 31, 2004

Is Virtual Reference Viable?

Virtual reference tools are in use in hundreds of libraries. Most are based on the live help customer service software used by many businesses on the web including Lands End. The software allows a user to contact a librarian via the web and communicate via chat. Web pages can be pushed to the user, or a web session can be conducted jointly, with the librarian co-browsing with the patron. Sounds cool, right?

And so it is. But the volume of patrons using virtual reference has been decidedly underwhelming in the public and academic libraries that have offered such service, and for that matter, even web businesses handle a fairly small percentage of customer service requests via live help. Now it appears that one of the champions of virtual reference, Steve Coffman, also has some concerns. What does that mean for virtual reference in the law firm library?

Steve lays it all out in a two part series in Searcher Magazine:

To Chat Or Not to Chat — Taking Another Look at Virtual Reference, Part 1,
Searcher, JulyAugust 2004
To Chat or Not to Chat — Taking Yet Another Look at Virtual Reference, Part 2, Searcher, September 2004

These articles are an interesting and thoroughly honest look at the current state of virtual reference, warts and all.

I remember the exact moment when I started questioning whether virtual reference was a viable tool. About a year ago I tried using the live help function on the 21st Century Insurance site. I had a simple question about how to find something on their site. The session was slow, annoying, and frustrating. I eventually picked up the phone, and with a quick phone call my question was answered.

That's not to say that virtual reference is dead. It may just need a little adjustment. Several of the components of virtual reference could be very useful in a law firm setting, and the idea of remotely assisting attorneys, paralegals and staff should not be discarded.

Perhaps email or phone is the best way to make the initial contact. But at that point, depending upon the question asked, some kind of remote control/viewing capability could be invaluable when helping with a research problem. Never underestimate the value of seeing exactly what the user sees. I can't tell you how many times I've connected to a user's computer to find out they're looking at a completely different screen than I thought they were.

But you probably don't need virtual reference software in order to do this. The technology departments in many firms already have tools with this capability, something libraries should also take advantage of, especially considering the reduction in library foot traffic.

Some kind of email queuing product could also be extremely useful when you have a group of librarians in different offices trying to jointly field reference requests.

I don't know what the future holds for virtual reference in the public and academic sector. But the concept is still an important one for special libraries trying to find ways to stay connected to their patrons.