We need to provide and promote these mechanisms. The University of Michigan does with all camp us libraries. The North Suburban system in Illinois has one place for homework help by phone or e- mail. People don't know how to use pathfinders, etc. You've got people asking questions at times when no one is in the library.
Online courses use chat packages for courses.
We're trying it at the library this year. Faculty have expressed reluctance to send to an anonymous reference link. Faculty want to know librarians. It goes back to community. It's the anonymous approach that's not working.