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22 LLNE News: Newsl. L. Librarians New Eng. 1 (2002-2003)

handle is hein.lbr/llnews0022 and id is 1 raw text is: ,ivews Newsletter of the Law Librarians of New England Volume 22, Number 1, 2002 NELLCO and irtual Reference by Tracy L. Thompson, Executive Director New England Law Library Consortium (NELLCO) Electronic reference, digital reference, live reference, remote reference, synchronous reference, chat reference; all of these terms are used to refer to reference service provided in an online environment in real time. The term virtual reference seems to have won out, so I will use it here for simplicity's sake. But in using this term, let me first clarify that I prefer the definition of virtual, when applied to this technology, that is set forth in the online edition of the OED (http://www.oed.com) under virtual, a. (and n.) l.a. Possessed of certain physical virtues or capacities; effective in respect of inherent natural qualities or powers; capable of exerting influence by means of such qualities. I realize the definition originally intended is more akin to 4.g. Computers. Not physically existing as such but made by software to appear to do so from the point of view of the program or the user. The former definition, if we must use the term virtual, more accurately describes the kind of service that we hope to provide! Last summer, when Diane Klaiber was passing the NELLCO torch, she and I had a discussion about the role of virtual reference within the consortium. At that time, although I was very interested in this vehicle for the provision of reference service, the concept seemed still in its infancy and the idea of a NELLCO initiative was something to keep in the back of my mind. As I began to speak with librarians and library directors however, it became clear that there was interest in and need for the technology now. As I dug deeper I realized that this is a technology whose time has come, and many libraries have already made exciting and successful forays into the world of virtual reference. I learned a great deal about the current state of the art by attending the 3rd Annual Virtual Reference Desk Conference in Orlando last November. I would recommend this conference to anyone considering a virtual reference service. The next VRD conference is slated for Nov. 11- 12, 2002 in Chicago. For more information about the conference see http:// www.vrd.org. Virtual reference solutions cover a broad spectrum. Simple text-based chat software, such as Rakim, is freely available in a beta version at http:// styro.lib.muohio.edu/rakim/ and may provide a perfectly acceptable solution. At the VRD conference a special library had selected this type of simple solution primarily as a means to enhance access to their print collection for their narrow, on- site user base. They and their users were thrilled with the results. Bringing up the middle are solutions like Live Assistance (http://www.liveassistance.com/), which comes with a price tag and includes text- based chat and page pushing but does not yet employ co-browsing. At the other end of the picture are higher-priced, high- functioning solutions like Convey Systems (http://www.conveysystems.com), LSSI (http://www.lssi.com) and 24/7 (http: www.247ref.org). Each of these high-end solutions has its strengths and weaknesses. All of them combine text-based chat with page pushing and co-browsing features, which allow reference librarians to steer their online patrons' computers. Convey Systems even employs video and voice over IP (voIP), but also requires a one-time client- side download that many librarians feel would be a real deterrent for patrons at this stage of development of the technology. All of these solutions, including the freeware, include transcripts of every reference session saved in an archive and copied to the patron for later reference. Some of these solutions have very versatile reporting applications that will allow a provider of the service to really mine their statistics. All of this development is happening very quickly, and the early implementers really have a hand in directing its growth. Why should law libraries consider this approach to reference? Well, it's no secret that our users are not visiting our physical space in the numbers we once saw.1 Instead, our users are often 'remote'. 'Remote user' is another term I use with some hesitancy, and I concur completely with Ann Lipow of Library Solutions Institute and Press who said in a keynote address in 1999, rather than thinking of our users as remote, we should instead recognise that it is we who are remote from our users. We need to change how we do business in such a way as to get us back together.2 (Emphasis added) Our patrons are becoming accustomed to working in a physical space of their own choosing and on their own time, whether it's the local coffee shop at 5:00 a.m., their dorm room at midnight, or their office or home between other tasks. They are becoming accustomed to portable access to the resources they need. The library may seem restrictive and confining to patrons today, and to an even greater extent to our patrons of tomorrow. (contin 'd on page 5)

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