The Vitual Reference Team (VRT): 

• provides reference and readers’ advisory service to the public, through live chat, by email, postal mail and by phone
• supports patron use of library services and resources such as Library Connect, e-books and streaming/downloadable content
• provides limited account management service to the public, and refers complex account management issues to Contact Center staff
• manages the library’s chat and email ticketing software, Knowledge Tracker and LibAnswers
• creates and maintains information services-related content for the library website, and participates in social media campaigns related to reference, information services and reader services

The Virtual Reference Team works closely with the Contact Center, the Reader Services Librarian, Central Library staff, the Electronic Resources librarian, and other partners throughout the library system.

(Note: from 2021 through June 2025, the Virtual Reference Team was called the Reference, Information and Content team.)