{"id":57,"date":"2006-08-22T18:43:56","date_gmt":"2006-08-22T22:43:56","guid":{"rendered":"http:\/\/blogs.law.harvard.edu\/shlep\/2006\/08\/22\/trust-your-online-virtual-reference-lib"},"modified":"2007-03-18T14:07:44","modified_gmt":"2007-03-18T18:07:44","slug":"trust-your-online-virtual-reference-librarian","status":"publish","type":"post","link":"https:\/\/archive.blogs.harvard.edu\/shlep\/2006\/08\/22\/trust-your-online-virtual-reference-librarian\/","title":{"rendered":"trust your online “virtual reference” librarian"},"content":{"rendered":"

\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 \u00a0An article last week in the Washington Post<\/em> is headlined “Web Searches Go Low-Tech: You Ask, a Person Answers<\/a>” (by Yuki Noguchi, Aug. 16, 2006; pointer from TVCAlert<\/em><\/a>).\u00a0 After describing efforts by Yahoo and other companies to connect people with questions with human beings who will assist in finding answers, the\u00a0reporter worries:<\/p>\n

\u00a0 \"QuestionDudeN\"\u00a0 “[S]uch projects raise their own big questions: Will users trust the advice of volunteers, and is this new form of sharing information online useful and accurate?”\u00a0<\/p><\/blockquote>\n

The WaPo<\/em> article correctly notes that “the whole system rests on the integrity and reliability of people who donate their time and knowledge.”\u00a0\u00a0This is a great opportunity for SHLEP<\/em> to remind readers that (1) public law libraries in numerous states already offer similar online search assistance from human beings<\/em> for those looking for answers to legal questions [offering help with researching and finding relevant information and not<\/em>, of course,\u00a0giving legal advice]; and (2) you can trust that they will provide “useful and accurate” virtual reference services, because the reference librarians are professionals trained\u00a0in the business of answering research queries and of knowledge management in the legal field.\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0<\/p>\n

Gail Warren, of the Virginia State Law Library has given a good description of Virtual [or Chat] Reference<\/em> services\u00a0offered by\u00a0law libraries, and how they\u00a0can help assure access to justice for the self-represented,\u00a0in a piece called “Reaching Out to Self-Represented Litigants Through Virtual Reference and Education<\/a>” (National Center for State Court, 2004): <\/font><\/p>\n

\"GuidedSupport.gif\"\u00a0 “What is virtual reference?<\/em>\u00a0 Not long ago, a visit to the law library was required for access to legal reference assistance. Even if the law library maintained a variety of electronic resources, many available remotely to library users, most conversations with the law librarian occurred in the law library. Self-represented litigants with questions about how to use their state\u2019s code or how to locate a relevant case might have to take time off from work to visit the law library during the day or attempt to use the materials in the law library while accompanied by their young children. E-mail reference services improved services by allowing patrons to submit questions at their convenience, from a location of their choosing\u2014no matter the time of day. Of course, patrons would have to wait for the library to open before receiving any response from a library employee. If the librarian\u2019s response triggered other questions, patrons would need to submit a second e-mail message and, again, wait for the answer. Virtual reference, also referred to as chat reference, takes this exchange one step closer to traditional library reference services by offering live digital reference\u2014that is, a librarian will seek to assist individuals through a live digital ‘conversation\u201d’much like an in-person reference session.\u00a0 During this electronic conversation, the law librarian will guide patrons to resources relevant to their questions and, often, will recommend that individuals visit their closest public law library for information not available online.” After describing programs available in several states, Warren concludes:\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0<\/font> <\/font><\/p>\n

\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Expanding law library services to include virtual reference and educational opportunities to meet the needs of the self-represented litigant is a trend that will continue to grow. The ability of the professional law librarian to explain and clarify the process of legal research or to assist a patron who is trying to access the world of legal information on the Web is essential to the self-represented litigant\u2019s successful navigation of the courtroom and the judicial process.\u00a0 What is the role of the law library when providing services for self-represented litigants? Perhaps Frank Broccolina, Maryland state court administrator, says it best: \u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 “Public law libraries are . . .\u00a0 an increasingly critical resource for self-represented litigants engaged in the judicial process. The role of the public courthouse library must not be overlooked as a legitimate gateway to an individual\u2019s access to justice.”<\/em><\/p><\/blockquote>\n

\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0<\/p>\n

\"onlineHelp.gif\"\u00a0 Check out the following websites for access to Virtual\/Chat Reference Services in a number of states:<\/p>\n