Les Techniques documentaires

(2006) - SwissInfoDesk: the Virtual Reference Desk Project of the Swiss National Library

New Library World, vol. 107,  5/6,  2006, pp. 228-237

SwissInfoDesk : the Virtual Reference Desk Project of the Swiss National Library

Résumé

Libraries and librarians must adapt their services and products to the evolutions of the Information Society and more precisely to users's needs. Virtual Reference Desks (VRD) are one of the new online services proposed by libraries. After a short introduction on differences between virtual reference desks in North America and in Europe, the paper describes in depth the organization and working processes of the SwissInfoDesk, the virtual reference desk of the Swiss National Library. Launched in 2003, SwissInfoDesk illustrates the ongoing changes in reference work.