QuestionPoint

Most of the times libraries do not create their own digital reference service. They themselves use a service called QuestionPoint.

QuestionPoint is a Web-based virtual reference service and administrative tools for libraries of all sizes. QuestionPoint reference management service provides libraries with tools to interact with users in multiple ways, using both chat and email. Added to a library website, QuestionPoint gives users access to quality online reference assistance. Behind the scenes, QuestionPoint administrative functions help libraries manage all their reference transactions effectively. QuestionPoint uses a web-based chat tool with co-browsing capability, coupled with the email reference component, enable seamless integration of chat, follow up and referral, as well as one-stop reporting tools for all types of reference services. In addition, libraries may opt to participate in the 24/7 Reference Cooperative to provide live around-the-clock reference service to their community.

QuestionPoint is a collaborative project of the Library of Congress and the Online Computer Library Center (OCLC).

Ref: http://www.questionpoint.org/

Syracuse University Library Digital Reference Service

Syracuse University Library offers a digital reference service. the site is http://library.syr.edu/research/askus/index.php

The site offers many ways for a user to contact a research librarian. A user can send a text message with their question to a reference librarian and receive a message back with help.

Also available is an instant messaging program which a user can have a live conversation with a research librarian during the hours that the librarian is online.

Another option is the Ask Us 24/7 service. It is service of cooperating New York State libraries. It is available 24 hours a day and it provides live chatting with a reference librarian not necessarily from the Syracuse University library.

A reference librarian form Syracuse university as also available by phone. While it is not computer based it does provide instant chatting with a reference librarian

Finally, there is an email option in which a user can email a research librarian and receive a response within 1 business day.

Ref: http://library.syr.edu/research/askus/index.php

Ways to Use Digital Referencing

There are four popular ways of using digital reference, emails, webforms, commercial applications, and instant messenger service.

Email

Even though email is not an instantaneous way to getting the information needed, it is probably the most popular form of communication between a person seeking information and a reference librarian. It is very simple. A user emails a reference librarian seeking help finding information. The drawback with this method is that it may take up to three or four exchanges just for any progress can be made.

Webforms

Like email webforms are not an instantaneous way to getting the information needed, but it is another popular form of communication between a person seeking information and a reference librarian. Webforms are created for digital reference services in order to help the patron be more productive in asking their question and that the reference librarian gets as much information as possible. This form helps the librarian locate exactly what the patron is asking for.

Chat using commercial applications

Several libraries and reference services provide applications for providing chat-based reference. These applications bear a resemblance to commercial help desk applications and allows for synchronous communication. These applications possess many features such as: chat, co-browsing of websites, webpage and document pushing, and storage of chat transcripts.

Chat using instant messaging

Also several libraries and reference services use instant messaging services as a low-cost mean of offering chat-based reference, since most IM services are free. Utilizing IM for reference services allows a patron to contact the library from any location via computer, cell phone, Ipods, or anything else with Internet. This service is like the traditional reference interview because it is a live interaction between the patron and the librarian. On the other side the reference interview is different because the conversation does not float away but instead is in print on the screen for the librarian to review if needed to better understand the patron

Ref: http://en.wikipedia.org/wiki/Digital_reference_services

What is Digital Reference?

Digital reference is a service by which library reference service is conducted online. It is taking reference services usually done at a reference desk at a library to a "virtual" reference desk where the users could find information, get questions answered, and do anything else that they would do at a physical reference desk from home, work or a variety of other locations. Digital reference also can be referred to as virtual reference, digital reference, e-reference, Internet information services, live reference and real-time reference.

According to the American Library Association, digital reference contains three components:
1. Virtual reference is reference service initiated electronically, often in real-time, where patrons employ computers or other Internet technology to communicate with reference staff, without being physically present. Communication channels used frequently in virtual reference include chat, videoconferencing, Voice over IP (VoIP), co-browsing, e-mail, and instant messaging (IM).
2. While online sources are often utilized in provision of virtual reference, use of electronic sources in seeking answers is not of itself virtual reference.
3. Virtual reference queries are sometimes followed-up with telephone, fax, in-person and regular mail interactions, even though these modes of communication are not considered virtual. (http://www.ala.org/ala/mgrps/divs/rusa/resources/guidelines/virtrefguidelines.cfm)