The advent of the virtual library is usually presented as a positive development for library users. However, much of the research and development work being carried out in this field tends to reinforce the perception of the use of information resources as a predominantly solitary activity. We argue that this narrow view of the virtual library may be counterproductive to its aims. Recent studies have emphasized that information retrieval (IR) in the conventional library is often a highly collaborative activity, involving library users peers and experts in IR such as librarians. Failure to take this into account in the move to digitally based resource discovery and access may result in users of the virtual library being disadvantaged through lack of timely and effective access to sources of assistance. Our focus here is on the ways in which, in the conventional library setting, users consult with reference librarians for the resolution of their IR problems. We describe an investigation of consultation and collaboration issues as seen from the perspective of librarians and users contexts and analysed within the framework of genre. Drawing upon this analysis, we then describe the design of a prototype network, multimedia-based system which is intended to support collaboration between librarians and IR system users in the virtual library.
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