Virtual Reference Service (VRS) technology in Arab libraries and information institutions

Technology development and Artificial Intelligence techniques have gradually changed the way reference services are delivered in libraries and information centers. This study aims to provide an overview of Virtual Reference Services and how they can be applied in libraries and information centers in general. Reviewing published literature on the topics of digital and virtual libraries confirms that using both terms refers to “the library that provides access to a set of information resources that can be accessed remotely”. However, only a few studies have addressed virtual libraries and how Artificial Intelligence can be used in its services directly. While reference services provided by staff to users are either manual or digital, Virtual Reference Service is based on Artificial Intelligence to interact with users by providing an interactive interface between them and the automated virtual assistant either through an easy-to-use chat interface, either through a smartphone or library website through the computer 7/24 without any human intervention. The three main forms of Virtual Reference Service utilizing Voice over Internet Protocol (VoIP)), Instant Messaging (IM)) and Chatbots)) were identified. A survey approach was adopted and the questionnaire was directed to practitioners, specialists, academics, and students specializing in Information Management, Records Management, and Knowledge Management in the Arab world, and distributed through social media sites (Facebook, Twitter, LinkedIn, and WhatsApp).