A number of Web search and information providers have been experimenting with providing reference assistance via the Web. These services include Google Answers (discontinued in late December 2006), Yahoo Answers, Windows Live QnA, and the Wikipedia Reference Desk. With the exception of Google’s fee-based model, that hired experienced Researchers to answer questions, most other sites are free and leverage the power of crowdsourcing to cover their virtual reference desks.

Screenshot from the Wikipedia Reference Desk. Click image to visit site.
Some sites, like Yahoo Answers and Windows Live QnA, require users to create individual accounts and have integrated voting tools intended to preserve the quality of the queries and responses. Both of these sites allow users to vote on the “best answer” to a question. Of course, what constitutes the “best answer” may be difficult for users to determine, particularly when several responses to a question might contradict each other.
Virtually all of these reference sites have “codes of conduct” to assist users in asking meaningful questions and answering appropriately. Unfortunately, these guidelines are often ignored by both parties. An exception is Wikipedia’s Reference Desk, where guidelines are posted on the same page used to ask questions. In fact, it is difficult to even ask a question unless you read the guidelines first. Better questions and more detailed answers are clearly the result.
Of all the non-library general reference sites, Wikipedia seems to be the one that is generating the most substantive reference questions. Most of the others seem to attract questions focusing on relationship advice, polling the Internet public on ideas, requesting free technical support for software/computer glitches, etc. The following is a random sampling of questions taken from the Yahoo Answers homepage (the questions are exact quotes):
1. European Cities, if you had to choose 5 citits on the below list which would you visit? The ones the wife and I are thinking about visiting are: London, Edinbraugh, Dublin, Rome, Venice, Paris, Madrid, Barcelona, Amsterdam, Prague, Anthens, Berlin. We are both 26 and newleyweds. We want to take in the sights and party a bit with some relax time, but still on a budget. We will be spending 3-2 nights in each city, so please tell me the five you would visit. Thanks!!
2. I am 23years old. i have completed my B.Sc.(non medical) in2004 in INDIA? ihave a green caard of America now. tell me is it a right time to do computer software enigeneering or i do MBA help me &what i have to do take admission in one of the two.
3. Your theme song? If you were a Superstar or Diva, what would your opening theme song being as you were walking out, (or to represent you) and why? Remember it wouls be something you would hear A LOT. If there isn’t a song for you what would your lyrics for your song be? Dont forget why.
4. How can i have two skype account sigin at the same time?
5. Is Kane the biggest jobber in WWE history? Kane sucks now. They did wrong by taking off his mask. I cant believe he got dismantled in 3 minutes by Khali. Then Regal and Taylor lasted 15 minutes with the guy. MVP is i think 2-1 aganst him. And now he is set to battle mark henry. Does kane see that he is becoming a jobber. He is gonna end up like the Brookly Brawler.
So, can the powerful forces behind Web 2.0, with its focus on user-generated content, be leveraged to provide reliable answers to reference questions as well? Well, there is no doubt that some of these sites are generating great questions and great responses, particularly for technology-related queries. However, a number of challenges exist that keep these sites from being truly reliable sources of information: the use of undisclosed or poor reference sources, contradictory answers to questions, poorly formed questions that are rarely clarified, poorly defined voting systems based on the “best answer,” etc.
Students and researchers looking for accurate information from the most reliable sources will still get much better results more consistently from traditional library reference desks. Skilled librarians who meet face to face with patrons and conduct in-depth reference interviews, who have access to high-quality, peer-reviewed and licensed information resources, and who can teach users how to improve their own search skills, provide a service that I think is essential to research in many fields and the overall quality of scholarship in general.
Still, there are many things that libraries can learn from these reference sites in terms of designing more user-friendly information systems for asking/answering questions, maintaining a reference archive, identifying individuals within a research community willing to share their specialized knowledge, etc. We must also remember that there are many individuals who do not have access to good library reference desks. In these cases, and especially for technology-related topics, something like the Wikipedia Reference Desk is a true blessing.