Abstract
This chapter offers an overview of the literature outlining the history of virtual reference, from email systems to what is being described as Reference 2.0 using the current phenomenon of social media tools. Taking an Australian perspective, an institutional case study contextualizes the evolution of these services and is followed by an examination of the adoption of virtual reference services in Australian academic libraries. The chapter identifies some common Reference 2.0 success factors and offers a framework to assist in the choice, development and evaluation of new digital tools for enquiry services.