Let's Fix Virtual Reference

Let's Fix Virtual Reference by Eric Zino published in Library Journal, February 1, 2009.

Eric Zino's article about the errors in virtual reference transactions focuses on his experiences as a librarian and patron. He cites the major problem as a lack of customer service. Librarians tend to act like computers and push web resources rather than print. Librarians also need to spend more time with the customer and understand their needs. The author spends as much time praising the efforts of virtual reference as he does questioning the problems he has faced as a patron.

I agree with the author on several points. It is important that the librarian always focus on the RUSA guidelines when interacting with any patron; be it online or in person. Like the author, I am also enthusiastic about the possibilities that VR brings. Most patrons can be intimidated when asking for help. Alternative transactions like VR can alleviate the stress and worry caused by face to face encounters. Like Zino says, "After all, we are are service providers and the experience of the end user is going to be our best marketing device at the end of the day."