Hi Chris,
Another great reflection. I am working as a virtual librarian at the moment and I see great value in this service as it is available to users who cannot visit the library for a number of reasons. However, I agree with you that the face-to-face interaction is still a more complete experience. Sometimes it is difficult for the user to ask a question in a manner that actually makes sense to the librarian who is trying to help them. It might then take a few more questions to understand what they really need to know and this can be frustrating.