New trends in virtual reference library services: an overview of technology-based interventions, challenges and strategies

Purpose Virtual reference services (VRS) are part of the key activities of libraries and information centers that have encounter widespread modifications with the development of new technologies. The study aimed to investigate the challenges, areas and strategies of application new technologies in virtual reference services. Design/methodology/approach To gather data from library science literature, a search was performed using virtual reference terms and their various equivalents, combined with chatbot, blockchain, next-generation 5G mobile technology, metaverse, cloud computing, augmented reality and artificial intelligence keywords across different databases, including WOS, Scopus, PubMed, LISTA, LISA and Google Scholar. A limitation period of 10 years was considered (2014–2024). The inclusion criteria were focused on addressing the study objective, while articles published in languages other than English were excluded. Relevant literature was extracted and content analysis was subsequently applied to identify emerging trends, implementation challenges and strategies. Findings A total of 36 studies related to the subject of reference were extracted. The most frequently analyzed articles were review studies (8), exploratory studies with a qualitative approach (7) and descriptive survey studies (3). Recent trend analysis indicates that reference services are being shaped by various new technologies, including artificial intelligence (AI), chatbots, robots, blockchain, next-generation 5G mobile technology, the metaverse, cloud computing and augmented reality. Some libraries and information centers are adopting VRS based on these technologies. Nevertheless, several significant challenges have been identified, including privacy concerns, budget constraints, technological infrastructure and a deficiency in skills among reference staff regarding AI. Research limitations/implications While searching for information sources, some cases may have been overlooked. Additionally, data analysis was conducted meticulously, but some concepts may exhibit overlapping themes. A more comprehensive understanding of the extensive use of technologies in libraries necessitates further comparative studies. Practical implications Optimal utilization of the aforementioned technologies in the virtual reference environment presents policymakers and managers with limitations related to infrastructural, ethical and legal frameworks. Additionally, the absence of a suitable digital strategic plan, standards and ethical models must be taken into account. Social implications Although the recent technologies have permeated various sectors of different societies, limitations in the development of infrastructural, cultural and ethical dimensions remain evident among diverse groups, including employees, institutions responsible for virtual reference services and educational establishments. Originality/value Modern technologies have enabled library an information centers to fulfill the information needs of their patrons. However, the absence of fundamental infrastructure, financial resources and personnel with relevant expertise and skills across various fields has delayed the effective implementation of technology-based systems. Managers and policymakers in library and information science can facilitate library development by acknowledging new technologies and the challenges of implementation.