InterLINK Collaborative Virtual Reference Project As many library staff are aware, public libraries in BC offered a collaborative virtual reference service called AskAway from 2006 to June 2010, when the service closed due to a provincial funding cut. In December 2010, the InterLINK Board voted to re‐establish virtual reference service at InterLINK libraries. A small committee of staff representing these libraries is now planning the new service, which will launch in September 2011. Learning from Experience Staff familiar with AskAway may recall some of the challenges presented by software, privacy requirements, and policy. We are trying to learn from our experiences to develop a service that is more user‐friendly for our patrons and more pragmatic for our staff. Challenge Solution Complicated software was slow, frustrating, and did not deliver promised functionality. New software product (RefChatter) offers stripped‐down functionality with an Instant Messaging‐like interface for end users. Our inability to collect personal information made referrals difficult and follow up almost impossible. With a server in Canada, we have fewer legal restrictions on our ability to collect personal information. Staff will be able to collect names and contact information for referral and follow up. School visits often overwhelmed staff. With a server in Canada, we can collect IP addresses, enabling us to follow up with schools. Busy periods were hard to manage, and staff often had to juggle several patrons simultaneously. With the ability to collect contact information, staff can more easily refer to email or offer to follow up at a quieter time. Evening and weekend hours were sometimes difficult to staff. Total hours will be reduced and more compatible with typical library operating hours. Speedier, simpler software should decrease patron Problem patron behaviours – including frustration. With access to more data about our patrons, rudeness, swearing, and “traffic jams” caused by multiple simultaneous sessions we may be able to follow up on problematic IP addresses and IM accounts. – were challenging for staff to handle. We’re also looking to keep some of the things that worked well, including: • Campfire chat room for “back‐channel” staff communications • The option for staff to use names or aliases • Mechanisms like the “swamped button” to quickly call for help during busy periods Why Revive Chat Reference? Chat is a popular means of communication and chat reference is extremely well‐used by library patrons. More than 130,000 questions were answered on AskAway, and 53% of AskAway users reported they had not used any other library information service before. April 2011