This article uses the case study of developing a collaborative "out-of-hours" virtual enquiry service by members of the Northern Collaboration Group of academic libraries in the north of England to explore the importance of communication and collaboration between academic library services in enhancing student learning. Set within the…

In this article, a librarian at Lincoln Memorial University creates library services for an MBA program offered entirely online that is in the early stages of development. The library services include a subject guide and 4 tutorials that will be added to the MBA online orientation. Other services include offering online office hours and…

Competition in the virtual reference market got really hot this past summer. Recent developments in virtual reference offerings suggest the market is much more dynamic than most people would have imagined a short time ago. With Google's acquisition of Meebo and its subsequent decision to shut down the chat widget service, many libraries scrambled…

A customer contact center offers academic libraries the ability to consistently improve their telephone, e-mail, and IM services. This paper discusses the establishment of a contact center and the benefits of implementing the contact center model at this institution. It then introduces a practical methodology for developing a valid measurement…

Email and chat/IM reference services have become a convenient and easily accessible option for the online community and libraries, particularly with increasing amounts of library resources now available electronically. This article gives an overview of Jing, which can be used to produce videos and screenshots on-the-fly, and demonstrates how to…

Over 2000 participants made the daylong programming at the "Library Journal"/"School Library Journal" Virtual Ebook Summit, September 29, a robust conversation and not just within the summit interface but also in tweets with the #ebooksummit hashtag (and beyond) and in libraries across the country where participants logged in to take part. The…

Electronic communication technologies continue to change the landscape of reference services. For many users, virtual communication is the preferred means of conversing. Synchronous virtual reference, similar to other synchronous means of communication, is an important method for reaching students and for providing teaching and learning…

Library blogs exchange information and ideas on everything from the everyday, such as library services, to the profound, such as values held by librarians (high-quality reliable resources, academic freedom, open access, and so on). According to medical librarians who maintain library blogs, a typical month includes two to four contributors writing…

The inclusion or not of chat services within Virtual Reference (VR) is an important topic for university libraries. Increasingly, email supported by a Frequently Asked Questions (FAQ) database is suggested in the scholarly literature as the preferred, cost-effective means for providing university VR services. This paper examines these issues and…

Social networking tools have been getting quite a bit of press in libraryland for the past couple of years. It is considered to be one of the key aspects of a library joining what is referred to as the Library 2.0 movement. In this context, social networking is seen as a library service or library outreach mechanism that utilizes popular social…

Purpose: The purpose of this paper is to describe some of the problems and issues faced by online library catalogues. It aims to establish how libraries have undertaken the mission of developing the next generation catalogues and how they compare to new tools such as Amazon. Design/methodology/approach: An expert study was carried out in January…

In December 2006, the Missouri River Regional Library (MRRL) in Jefferson City, embarked on a journey. They had been watching the Public Library of Charlotte-Mecklenburg County (PLCMC), NC, on its adventure through the wilds of Web 2.0, and they decided to follow the trail it had blazed. What PLCMC had done was pretty revolutionary. The library…

Focuses on possibilities for providing reference service to remote users of digital collections. Discusses international digital reference networks; factors that limit global electronic reference service; and drawbacks of e-mail and use of real-time interactive technologies for the reference encounter. Highlights some pioneering projects. (AEF)

Focuses on the development of libraries and other information institutions in a new network space created by flows of data. Discusses the active user; the need for integration; rising level of infrastructure; shared activity; new divisions of labor; managing data flows; and rights and sale. (AEF)

Many libraries are using co-browsing chat products to provide reference services to their patrons, whilst their patrons are online and using the internet. The concept of such an online service is highly desirable, but many libraries are concerned that they will never be able to afford such a system. This may have changed: Instant Messaging (IM)…