Reference service is vital for any library to fulfill its mission. No matter how much cataloging, classifying, indexing and sorting we do, systems for organizing information in libraries are complex, and everyone needs a little help now and then.

Libraries online are getting easier for patrons to use, and Oregon is home to a number of exciting and innovative projects and services, including Plinkit, LibraryFind, the Orbis/Cascade Alliance, the Sage Library System and digital libraries like the Klamath Digital Waters Project. No matter how well we provide library services online, patrons using them will have the same needs as those that visit our buildings in person - they need a little help now and then.

Remote reference service is nothing new. Libraries have provided telephone reference service for decades and many still get reference questions by post.

Libraries continue to provide these services because there is demand. But there is also a growing demand for live service through online chat and instant messaging. Traffic on L-net has grown 30% in each of the last two years.

Patrons may choose online chat over other methods of communication for any number of reasons:

• Availability. L-net is online when our patrons are online.
• Anonymity. People do not want to be judged negatively for being unable to navigate library resources on their own, to appear stupid, or to reveal personal information about themselves. Anonymity can give patrons the courage to ask.
• Accessibility. People unable to use the library in conventional ways may find it easier to chat online. This includes homebound, visually impaired and hearing-impaired Oregonians and many more.
• Location. Like telephone services, patrons do not have to visit the library in-person to use L-net.
• Saving time. L-net saves people time because people don't have to visit the library to get expert help.
• Having fun. L-net is wildly successful with K-12 students, especially middle schoolers. Online chat is fun, and encourages them to use the library. Adults are allowed to have fun too, and do.
• Choice. Some people prefer to use online chat for other reasons entirely. The more channels for communicating with libraries there are, the more people will find and use the library.

At heart, L-net is not about technology. It is about connecting people to one another, in order to help Oregon's citizens make use of all that our libraries have to offer.