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Reference 2.0: Evolution of virtual reference services and social media

McLoughlin, D.ORCID: 0000-0002-7512-2075 and Benn, J. (2014) Reference 2.0: Evolution of virtual reference services and social media. In: Mackenzie, A. and Martin, L., (eds.) Mastering Digital Librarianship: Strategy, networking and discovery in academic libraries. Facet Publishing, London, England, pp. 23-40.


This chapter offers an overview of the literature outlining the history of virtual reference, from email systems to what is being described as Reference 2.0 using the current phenomenon of social media tools. Taking an Australian perspective, an institutional case study contextualizes the evolution of these services and is followed by an examination of the adoption of virtual reference services in Australian academic libraries. The chapter identifies some common Reference 2.0 success factors and offers a framework to assist in the choice, development and evaluation of new digital tools for enquiry services.

Item Type: Book Chapter
Publisher: Facet Publishing
Copyright: © 2014 CILIP
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