Session Format

In-person Poster

Proposal Synopsis

Face-to-face reference is a very personal service, and initially virtual reference was impersonal, but much investigation has gone into personalizing virtual reference. Some have created short answer videos for FAQs that can easily be shared or linked. Others are developing, or have recently implemented, visual virtual reference tools like Zoom, WebEx, or Teams into their virtual reference. But what about the use of names in services like chat or e-mail reference? In this poster, two librarians from separate institutions will present different practices on the use of personal or system names in chat and e-mail reference to explore possible effects on virtual reference interactions.

Primary Conference Tag


Secondary Conference Tag

Electronic Resources

Optional Conference Tag

Virtual Reference


WAL C 3084

Start Date

27-7-2022 1:00 PM

End Date

27-7-2022 2:00 PM


Jul 27th, 1:00 PM Jul 27th, 2:00 PM

Virtual Reference: The Role of Personalization on an Impersonal Service

WAL C 3084


To view the content in your browser, please download Adobe Reader or, alternately,
you may Download the file to your hard drive.

NOTE: The latest versions of Adobe Reader do not support viewing PDF files within Firefox on Mac OS and if you are using a modern (Intel) Mac, there is no official plugin for viewing PDF files within the browser window.