Virtual reference service: theory and practice concerning the policies for its developments and management

Abstract

Every library service to be implemented requires a definition of itspolicies for its successful development. In that sense, the virtualreference service is not an exception and the same happens with the restof services provided by any information institution at this stage ofpolicy desing. Unfortunately this kind of service does not have aninternational standard to support it. This paper aims to analyse thepolicy proposals established by organizations and projects, proposalsthat have been a guideline by establishing comparisons in aspects offoremost relevance like: service organization, staff, privacy andrespect to the copyright.