Not virtual, but a real, live, online, interactive reference service.

Area of Science:

• Health Sciences Librarianship
• Information Science
• Medical Informatics

Background:

• Traditional medical reference services struggle to meet evolving user information needs in a fast-paced environment.
• Developing new technologies is crucial for providing comprehensive and accessible library services.
• Academic health science libraries are exploring innovative solutions to bridge information gaps.

Purpose of the Study:

• To describe the experience of an academic health science library in developing and implementing an online, real-time reference service.
• To identify key issues and considerations in establishing and maintaining digital reference services.
• To present data on service usage and user/librarian feedback.

Main Methods:

• The study involved the development and deployment of an online, real-time reference service.
• Key aspects such as software selection, librarian training, and staffing models were addressed.
• Data collection included statistics, analysis of question types, and feedback from users and librarians.

Main Results:

• The implementation of an online, real-time reference service was detailed.
• Challenges and solutions related to technology, training, and staffing were discussed.
• Quantitative and qualitative data provided insights into the service's effectiveness and user satisfaction.

Conclusions:

• Online, real-time reference services represent a viable and necessary evolution for academic health science libraries.
• Careful planning regarding technology, staff training, and service models is essential for successful implementation.
• User and librarian feedback is vital for continuous improvement and future development of digital library services.