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Providing remote-based services for patrons has been a steady practice of libraries over the years. For example, before the widespread use of chat software, reference questions were often answered via phone, fax, email and audio conferencing. Email is the oldest type of virtual reference service used by libraries.<ref name="Kern" /> Library services in America and the UK are just now gaining visibility in their use of virtual reference services using chat software. However, a survey in America revealed that by 2001 over 200 libraries were using chat reference services.<ref name="Chow">{{cite book |last=Chowdhury |first=G.G. |title=Librarianship: an introduction |place=London |publisher=Facet |year=2008|display-authors=etal.}}</ref>
The rapid global proliferation of information technology (IT) often leaves libraries at a disadvantage in terms of keeping their services current. However, libraries are always striving to understand their user demographics in order to provide the best possible services.<ref name="Chow" /><ref name="Bro">{{cite book |last=Brophy |first=P. |title=The library in the twenty-first century |edition=2nd |place=London |publisher=Facet |year=2007}}</ref> Therefore, libraries continue to take notes from current [[cyber-culture]] and are continually incorporating a diversified range of interactive technologies in their service repertoires. Virtual reference represents only one small part of a larger library mission to meet the needs of a new generation, sometimes referred to as the "Google Generation", of users who have grown up with the internet.<ref name="Row">{{cite journal |last=Rowlands |first=I. |title=The Google generation: the information behaviour of the researcher of the future |journal=ASLIB Proceedings |volume=60 |issue=4 |pages=290–310 |year=2008 |url=http://www.emeraldinsight.com/journals.htm?articleid=1733495&show=abstract |doi=10.1108/00012530810887953|url-access=subscription }}</ref> For instance, virtual reference may be used in conjunction with embedded [[Web 2.0]] (online social media such as [[Facebook]], [[YouTube]], [[blogs]], [[del.icio.us]], [[Flickr]], etc.) applications in a library's suite of online services.<ref name="Xiao">{{cite journal |last=Xiao |first=N. |title=Web 2.0 as catalyst: Virtually reaching out to users and connecting them to library resources and services |journal=Issues in Science and Technology Librarianship |volume=55 |issue=Fall |year=2008 |url=http://www.istl.org/08-fall/article2.html}}</ref> As technological innovations continue, libraries will be watching to find new, more personalized ways of interacting with remote reference users.
The range of cost-per-transaction of reference interactions has been found to be large, due to the differences in librarian salaries and infrastructural costs required by reference interviews.<ref>Murfin, Marjorie E. "Cost Analysis of Library Reference Services," Advances in Library Administration and Organization, 11, 1993, pp. 1–36.</ref><ref>Eakin, Lorraine, & Pomerantz, Jeffrey. "[https://dx.doi.org/10.1353/pla.0.0035 Virtual Reference, Real Money: Modeling Costs in Virtual Reference Services]," portal: Libraries and the Academy, 9, 2009, pp. 133-164.</ref>
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