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The project, ''Seeking Synchronicity: Evaluating Virtual Reference Services from User, Non-User, and Librarian Perspectives,'' studied the habits and needs of virtual reference services (VRS) users to identify characteristics for informing library system and service development. The results of the online surveys and telephone interviews for users of VRS are the focus of this paper. One hundred thirty-seven VRS users completed web-based online surveys and 76 completed telephone interviews. Both quantitative and qualitative data were collected and analyzed using descriptive statistics, grounded theme analyses, and the Critical Incident Technique. Findings indicate that participants had used other modes of reference service. However, they found chat reference to be the least intimidating mode. The leading factor for choosing VRS was convenience. Anytime/anywhere access to VRS, its immediacy, and efficiency were factors in service selection. Knowledgeable librarians with positive attitudes and good communication skills also were found to be critical. Results for members of the Net Gen were compared to those of older adults. Both Net Gen (Net Generation) and adult participants were likely to be repeat users and had positive reactions to VRS. Net Gens were more likely to use the service if it was recommended to them. It was also more desirable to the younger VRS users to have the ability to develop a personal relationship with the librarian and to interact with a specific, familiar librarian. Users of VRS want librarians to provide specific information quickly, through a variety of formats. This article provides implications and recommendations for practice and library education. Librarians need to provide accurate information in a variety of service modes in a hybrid reference model that provides convenient, authoritative, reliable services to meet an array of diverse needs and communication preferences. [ABSTRACT FROM AUTHOR]

A challenge facing libraries is to develop and update collections and services to meet the needs of the multiple generations of users with differing approaches to information seeking. The different characteristics and information needs of 'Baby Boomers' and 'Millennials' present a dichotomy for library service and system development. Results are reported here for two research projects that investigated habits and needs of library users and non-users. Both studies sought to identify how and why individuals seek and use information. The first study deals with the findings of focus group interviews with seventy-eight randomly selected participants, and fifteen semi-structured interviews with a subset of these participants. The second study reports the results of focus group interviews with twenty-three Millennials, and an analysis of 492 virtual reference services (VRS) transcripts. The studies indicate that both generations consistently identify Google and human sources as the first sources they use for quick searches. The younger Millennials mentioned consulting parents most frequently, while the older Millennials consult friends and professors. Baby Boomers indicate that they consult their personal libraries and colleagues. The findings have implications for the development of next generation library online catalogs, as well as services, including VRS. [ABSTRACT FROM AUTHOR]