Service of virtual reference

In the most current meaning, the virtual reference relates to a service rendered to the readers of a Bibliothèque by the means of Internet. The reader, outside the library, and sometimes during closing times of the latter, puts a question; a Bibliothécaire answers him immediately, or remote, generally by using the same technique. The virtual reference can be synchronous or asynchronous.

The remote reference (asynchronous devices)

Four solutions allow the remote answer to the questions of the readers:

- The email (email): on the site Internet of the Library, an address of email makes it possible to send a question by email to a Bibliothèque. The corresponding letter-box is consulted by one or more people who undertake to answer. The answer itself email is sent directly to the user. In the facts, all the visible libraries on Internet propose already a service of this type, more or less abstract;

- The form: it is about a more elaborate version of the preceding system; the user informs a form on line to put his question. The fields to be filled are obligatory or not. They make it possible to specify the question and the statute of the user. The Bibliothécaire receives the question via a particular interface or simple a email. In the same way, the answer is sent by email;

- The forum: the user also puts his question on line by filling a form. The answer of the Bibliothécaire is published on line. The other users generally have access to the whole of the exchanges;

- The Texto (SMS): the user sends a question to the Bibliothèque via his Mobile phone. This request arrives at the establishment in the form of email, generally. The answer made to the user arrives by Texto on its telephone. This system is useful to answer questions of order practices (time opening, availabilities of works…), more than for thorough library searches.

The reference on line (synchronous devices)

The reference on line called upon more pointed technologies. The induced problems also differ from the remote reference, nearer to the answer to the postal mail. In France, only the network BiblioSés@me of BPI proposes this possibility. Two principal devices are distinguished:

- The cat (Urgent messaging or clavardage): a written dialog is established on line between the user and the Bibliothécaire, via a software or a suitable interface. This system can also be used in-house: thus the librarian of reference can it contact a colleague if he pains to answer the question of a reader. In the event of answer requiring a too long research, nothing prevents from continuing the exchange by email;

- Software “center of call Internet”/platforms Web (“Web Contact Center”, “Collaborative browsing”, etc): they are the most advanced programs, but also most complex. They make it possible to combine the other devices (email, forms, Chat), while adding new functionalities (takeover remote of the station of the user, Co-navigation on Internet with the user, push of bonds Internet or bookmarks on its screen, dialogs video, voice on IP…).

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