Virtual reference - the answer

And was that a knee-jerk reaction - that last post? It's sensationalist librarianship, undoubtedly, and stirred up thoughts about just what our role is and where it will be soon and in the future. Until I read an article by Mary Beth Train describing the ways AskNow is used in California. Perspective achieved. Virtual reference as a tool, with preparation and thoughtful use within the wider context of a professionally crafted library programme. And voila the answer.