數(shù)字參考咨詢，又稱為虛擬參考咨詢，是近年來(lái)依靠新的網(wǎng)絡(luò)通訊工具發(fā)展起來(lái)的圖書(shū)館新的服務(wù)方式。
一、數(shù)字參考咨詢定義1. VRD定義：數(shù)字參考咨詢就是建立在網(wǎng)絡(luò)基礎(chǔ)上的將用戶與專家的學(xué)科專業(yè)知識(shí)聯(lián)系起來(lái)的問(wèn)答式服務(wù)；數(shù)字參考服務(wù)利用因特網(wǎng)將人們與那些能夠回答咨詢并支持發(fā)展這種技能的人聯(lián)系起來(lái)。
2. ALA （MARS Ad Hoc Committee on Virtual Reference Guidelines (2003, May). Draft Guidelines 5/2003.） Definition of "Virtual Reference Services": "Virtual reference is reference service initiated electronically, often in real-time, where users employ computers or other Internet technology to communicate with librarians, without being physically present." (MARS, 2003)
計(jì)算機(jī)輔助咨詢小組（MARS）虛擬參考咨詢指南特別委員會(huì)：虛擬參考咨詢是電子形式的咨詢服務(wù)，常常以實(shí)時(shí)形式、用戶利用計(jì)算機(jī)或其他網(wǎng)站技術(shù)與圖書(shū)館員交流，而無(wú)須親自到圖書(shū)館。
3. NISO的描述：數(shù)字參考咨詢，也稱為虛擬參考咨詢和在線參考咨詢，作為圖書(shū)館服務(wù)的新項(xiàng)目正在公共圖書(shū)館和大學(xué)圖書(shū)館不斷興起；它允許讀者向圖書(shū)館員提交通過(guò)電子手段回答的問(wèn)題；數(shù)字參考咨詢可以是以聊天形式的同步咨詢，以E-MAIL形式的異步咨詢，或者是兩者的結(jié)合。
4. LOC的Diane Kresh定義：“digital reference = access to information + use of new technologies”。數(shù)字參考咨詢特征描述：數(shù)字參考咨詢中經(jīng)常利用的渠道包括實(shí)時(shí)問(wèn)答（聊天）、語(yǔ)音協(xié)議（VoIP）、電子郵件和即時(shí)消息等。
數(shù)字參考咨詢的流程： 1）問(wèn)題接收 2)提問(wèn)解析和分派 3)專家作出答案 4）答案發(fā)送 5）跟蹤。
數(shù)字參考咨詢的五大角色：
1) Patron: person asking the questions.
2) Filterer: this may be a person or an automatic process which filters the non-questions (for example, repeat questions, inquiries about previous transactions, unclear, out-of-scope, or spam).
3) Answerer: person who assists the patron with information needs.
4) Administrator: person who monitors workflow, clears the way for answerers and filterers to do their jobs, may assign questions and check answers for content.
5) Coordinator: person(s) responsible for defining and implementing policies and procedures that involve the operation on the service.
二、數(shù)字參考咨詢國(guó)際會(huì)議Virtual Reference Desk Conference Proceedings 三、ALA推薦的虛擬參考咨詢站點(diǎn)及介紹1 .
Institution: Long Beach Public LibraryWhy it's innovative: The home page is a representative example of how an eye-catching icon can immediately draw attention to itself. Text links to the virtual reference page are provided as well. The virtual reference page is an illustration of how a page can be written with both adults and children in mind. Long Beach Public is provides its chat service as a participant in the Metropolitan Cooperative Library System (MCLS) administered by the California State Library.
Reviewed: June 2003
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Institution: University of Florida George A. Smathers LibrariesWhy it's innovative: Exemplifying the use of forceful positive language is this home page with its "Real Help! Right Now!" link. The resulting chat entry page has an inviting welcoming statement as well as links to email reference and frequently asked library questions.
Reviewed: June 2003
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Institution: University of New Brunswick LibrariesWhy it's innovative: Ask a Librarian section on the right provides easy access to email, telephone, or chat services. The LIVE service is an excellent example of expanding a chat service to provide for scheduled meetings and appointments as well as standard chat reference.
Reviewed: June 2003
The following three institutions serve as models of how to cluster and integrate reference services on a single Web page and demonstrate the use of creative images:
4 .
Columbia University Libraries - Ask a Librarian5 .
MIT Libraries - Ask Us! or Help Yourself6 .
Montgomery County Public Library, Maryland - Ask-a-Librarian Reference Services
