Last Spring, my library signed on to AskAway, a virtual reference service. AskAway is the Wisconsin division of the QuestionPoint consortia, which provides virtual reference (via online chat) throughout the United States. That means our patrons can get reference help from a librarian, 24 hours a day, even on holidays. In turn, some of our librarians spend an hour or so per week answering virtual reference questions from patrons all over the country.
It’s been an interesting experience providing online reference help. When I first started, it was a little unnerving and overwhelming (much like the first few times I was working at the reference desk in the real world). But just like that other reference situation, those feelings fade with experience.