Virtual Reference Adventure

The Adventure Begins...

Things You'll Need
Along the Way

A Plan picture
Basic Skills
Interview Skills
About this site...

Interview Skills—It's Still Reference...
Online is not the same as face-to-face, but it's still important to clarify the question, avoid making assumptions, explain your methods and strategies, recognize "teaching moments," and use other traditional reference interview techniques. How do you incorporate canned messages (scripts)? How can you be inviting and friendly using only text messages? This page offers many lessons that will keep your service appropriate, effective, and personal. What happens next?
  1. Are you using co-browsing effectively in your chat service?
  2. But what if a significant number of current user surveys report dissatisfaction?
  3. You remember that your first goal is customer satisfaction.
Advice for the trip

Your Lifelines...
RUSA Guidelines for Behavioral Performance...
Anne Lipow, Virtual Reference Librarian's Handbook, Neal-Schuman, 2003.
Catherine Ross et al. Conducting the Reference Interview, 2002.


Think About Ask Yourself More to Explore
Take a break
Developed by the Statewide Virtual Reference Project, Washington State Library, a division of the Office of the Secretary of State.
Funded by the Institute of Museum and Library Services through the Library Services and Technology Act.

Last Modified: April 18, 2006