Real-time online reference is a new and exciting way to deliver library reference services via the Internet. Using software based on chat technology, the librarian can do a live reference interview; open Web pages, library databases, PowerPoint slides, or other software applications on the patron’s computer; and provide a record of the entire transaction for the patron to refer to later.

Early experiments with chat reference used simple instant messaging software. The more sophisticated software now used by libraries was originally developed for online retailers like Lands' End. Our virtual reference timeline shows the major milestones in the development of today’s chat reference services. A glossary provides definitions of the key terms associated with chat and other virtual reference services.

Since the launch of the 24/7 Reference project in southern California, there has been a phenomenal increase in the number of libraries offering real-time online reference.

In a short period of time, chat reference has taken its place as one choice in a menu of delivery options for library users.

With this powerful, blended approach to reference services, library users can determine which option is best for their unique information needs.

As with e-mail reference, chat reference services generate rich archives of answered questions. These “knowledge bases” may consist of answers from a single library, a group of libraries, or a global network such as QuestionPoint. Another example of a knowledge base is the archive of questions answered by researchers at Google Answers.