Management Models and Considerations for Virtual Reference

Abstract

This column (from the ongoing column “Better Practices From the Field” in Science & Technology Libraries), explores the major management considerations for developing and maintaining virtual reference services. Topics include staffing models, choosing technologies, training staff, and workflows for diffuse reference services including text messaging reference, instant messaging reference, and reference via emerging library 2.0 and 3.0 venues. Lessons learned and suggested best practices are shared. Appropriate for all library types.