Definition

VoIP Reference is the use of Voiceover Internet Protocol technology, which allows librarian and patron to speak to each other via an internet connection, to provide reference services.

Many IM clients, such as MSN Messenger, allow people not only the ability to chat online but also to speak to each other. Skype is another technology that might work for this.

Libraries Offering VoIP

This post from 2003 on the Open Stacks blog discusses plans by one library system in Illinois to try out a VoIP reference service. That service is now live and known as InfoEyes. The Andrew Heiskell Library, a NYPL branch that specializes in providing services to those with disabilities, particularly those with visual impairments or who are blind, is now offering reference service via InfoEyes (details here). A number of other libraries are participating in the InfoEyes program. A 2005 article in American Libraries described the InfoEyes project in more detail:

Bell, Lori, and Tom Peters. "Digital Library Services for All." American Libraries 36.8 (2005): 46-49.

The Queensland University of Technology Library has been piloting a VoIP service using MSN Messenger since fall 2006. Colin Bain, a librarian from QUT will be speaking at the 2007 April 6 Meeting about his library's experiences so far with this service. View the PowerPoint slides from his August 2006 presentation, "Ask a Librarian Voice" here.