Developing a virtual reference service based on team development and collaborative learning

In August 2014 Lund University Library launched a Virtual Reference Service (VRS) consisting of email reference, chat reference and telephone reference. The service is staffed by a “FirstLine” team with team members who have a broad range of different competencies. For questions that require expert competence the team has the opportunity to forward the questions to colleagues at all the different departments within the University Library (i.e. “SecondLine”). In this article the process, from designing the organization behind the VRS to implementing and improving it, is discussed, emphasizing both challenges and key factors for success. The team concept and team learning theory are used as foundations for understanding experiences. In addition, results from an email survey for end users and chat ratings are presented to show what we have accomplished so far.