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{{main| Virtual reference}}
As libraries have begun to adopt technology into their operations, the idea of the virtual reference interview has come to light. Virtual reference is a reference service initiated electronically, often in real-time. The user and librarian do not meet face-to-face. Virtual reference services can be conducted, for example, in internet chat, videoconferencing, email, [[cobrowsing|co-browsing]] and [[instant messaging]].
Uptake of virtual reference has not been as swift as some had predicted. The complexity of virtual reference may be to blame, as users want information quickly and with the minimum of fuss.<ref>Stormont (2007), 119</ref> Some evidence suggests that the problem lies with poor uptake and training among library staff.<ref>Nilsen (2005), 8</ref>
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==Library users and reference services==
Library users are not always comfortable with reference services, let alone satisfied with them. [[Unobtrusive measures|Unobtrusive user studies]] suggest that only around 55% to 65% of users leave a reference interview satisfied with the result and willing to return.<ref>Nilsen (2005), 3</ref> Demographics, social factors and users’ preconceptions about libraries all contribute to this figure. Embarrassment, shyness, and anxiety can prevent a user from approaching the reference desk, and poor signposting and explanation of services can mean that some customers aren't aware that the reference service exists. To be as effective as possible, libraries must be proactive in
==Usefulness of the reference interview==
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