Thanks for sharing your experience with the BCC Online Reference service. I think the level of service will always be dictated by the person on the other end and like always influenced by those higher up the chain. I’m not sure how long the service has been operating for so it might be interesting to see how the service develops. I used the same service through the National Library of Australia a few weeks ago and I would say I had a similar experience except that I knew that the book wasn’t available at the NLA and always knew I would need an inter library loan. I look forward to see how the online reference services evolving in libraries as like other industries I think it definitely speed up enquiries however it doesn’t work for everyone and the quality of the service will need to be consistent to encourage people to rely on it.