Reference Services in Second Life

As a reference assistant, I found S. Thompson’s article “Reference Services in a Virtual World” very interesting. Although ready reference in the synchronous sense (i.e. with both patron and librarian conversing in real time) is ideal, it is still challenging from the perspective of the library as an institution – staffing, allotting time, and the like may not be realistic for a long term service. On the other hand, asynchronous meetings (i.e. when the librarian can answer a question left for them) is far more feasible. It is certainly less pressure for the librarian, who can answer questions at their own pace, and not at the expense of their other duties.

At first, I thought it all sounded well and good. However, like much theory surrounding increased digitisation, not only may technologies fail, but it could also serve as depersonalising the librarian – expecting them to perform the work of a machine. Another good point that Thompson raises is unfamiliarity with program interfaces which can be alienating for the user. Indeed, learning one’s way around SL can be overwhelming. It takes time and may not be as effective a service for some users. It was also interesting to read the author’s ideas on correcting depersonalisation through gestures and facial expressions, making the interaction more personal.

QuestionPoint seems to be a good compromise of synchronous and asynchronous meetings between a patron and a librarian. Still, the problems described above were not solved, access was difficult, and interest appeared to be low on the part of staffing and patron queries. Live Reference on the other hand seems to be a more familiar way of doing virtual reference. The volunteer staffing seems to work well and as a result, there is much more interest on the part of MLIS librarians, assistants, and patrons. Roaming reference is another interesting way for virtual librarians to meet more potential users.

Perhaps my favourite part of the article was the discussion on “griefers,” who intentionally try to annoy other users, including librarians. Nudists, voyeurs, and litterbugs are regrettably problems in both online and in-person libraries. I would be interested in seeing how reference service at Alliance Virtual Library will grow. I think the only way to see an increase in interest is through more intensive marketing – perhaps outside SL. I’m also curious to know how SL can tailor reference services for those who have physical handicaps that prevent them from using in-person libraries.