VIRTUAL REFERENCE SERVICE: an analysis of University Libraries of Natal

This work analyzes the Virtual Reference Service in major university libraries in Natal, RN.Conceptualizes the university library and describes the traditional reference service. Focuseson the emergence of the Virtual Reference Service (SRV) that occurred with the advent ofnew information and communication technologies (ICTs) to provide changes in services andproducts offered by libraries. Presents the main aim of Virtual Reference Service. Byelectronic mail allows interactivity and virtual dynamics. The methodology presents aqualitative approach, using as an instrument of data collection a questionnaire andobservation. Identifies and analyzes the SRV concluding that it is a reality in major universitylibraries of Natal.