Need some help on virtual reference statistics

Dear colleagues. I am writing a research paper based on a survey we made last year to find out our patrons' needs and wishes concerning virtual reference. The main goal of that survey was to compare our perception of VRS with our patrons'. Now I need some other examples of this kind of poll, taken BEFORE creating a library VRS. Some results of our survey you can see here.
Please, if you have any kind of information - researches, results and so on - share it with me!
Thanks in advance

Upcoming Presentations

09/04 - Forms of information service in libraries.
Topics to discuss: virtual reference and blogs, and, if I have time - RSS and wiki-technologies
16/04 - Information Internet resources for libraries: bibliographic and full-text databases.

Abstracts will be published

Virtual reference services : ideas for meditation

When i started to write an article on such an outdated topic for US or European libraries, but still very actual and hot - for Russia, I would never supposed that lots of ordinary and unnecessary for the first sight issues would occur, for example:

• are chat and IM equal services regarding virtual reference (VR), or 2 separate things one must clearly distinguish:
• can an Internet-conferences be used as VR tool and in what way;
• can self-help reference be regarded as VR and why;
• what are the advantages and disadvantages of co-browsing, web-push and escorting;
• what are the benefits of VR for patrons, libraries and universities

And - the most important - what is virtual reference in my own perception.

If you have some thought on these issues - I'm waiting for your e-mails, IMs and comments.

The Conception of Virtual Reference Service in the University Library

Coming back from the seminar "Creation and developing virtual reference services in a modern library" held in Moscow, I suggested an idea of creating such service at our library. The one thing to do was to carry out a survey of our users, the preliminary results of which are presented in my previous post.
The next thing - was to bring together everything I've read and learnt from the experience of other libraries and present board of directors the conception of VRS with reference to our library.
To do that I (and any library, that decided to provide such service) was to answer some questions.
1. What type of VR to choose?

• e-mail
• web-forms
• IM
• e-conference
• or something else?

2. What will be the working hours?

• 24/7
• during the working hours of the library (or the Reference department)
• during particular hours or days

3. Who will answer the patrons' questions?

• several reference librarians
• the whole Reference Department
• the staff of the other library departments
• the staff and the faculty of the University
• all above mentioned

4. What resources to use?

• Internet resources only
• only the Library collections (print and digital)
• the collections of the other city libraries
• available resources of the libraries in other cities and countries
• all the possible variations

5. To whom provide the service?

• the patrons of the Library only
• only the University students, faculty and staff
• only the citizens of our city and region
• for all comers

6. Will the service be free of charge and if not, how to get the payment?
7. Shall we register our users and what information do we need for registration?
8. Do we need an archive of the reference made, will it be available to our patrons or only for the staff?
9. What will be the deadline for providing the answer?
10. Shall we answer questions in other languages?
11. Shall we limit the subject of the questions?
And many other important things that must be considered, if we want to make this service helpful for our patrons.