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The 186-page study presents results of an exhaustive
questionnaire about virtual reference services answered by
more than 50 academic, public and special libraries covering
issues such as budgets, software and services use, consortia
membership, partnerships, library staff time consumed, number
of reference questions answered, time taken to provide
responses, and the tracking of reference answers and the
development of a reference database. The study also looks at
reference question & answer delivery vehicles such as web
forms, instant messaging, email, phone, Facebook, Twitter,
Skype and more. The report also looks at the various
costs of virtual reference – telecommunications,
manpower, technology and equipment and at how libraries are
using and safeguarding their reference response
databases.
The study presents data from more than 50 academic,
public and special libraries about their virtual reference
systems. Data is broken out separately for these types
of libraries, as well as by other criteria, such as the number
of years that virtual reference has been in use, type of
virtual reference service offered, and library
size.