PurposeThis paper aims to analyse the common features of the virtual reference services provided by European and American libraries in order to evaluate the service from the user's perspective, taking into account the potential of Web 2.0 applications.Design/methodology/approachThis research adopts a quantitative approach, to contribute to better understanding of the problems currently facing virtual reference services and offers solutions to them. The study also combines qualitative methodologies.FindingsThe study reports that virtual reference services in university communities have not changed significantly since they first appeared, and highlights the need to incorporate new technologies.Originality/valueThe paper draws attention to certain features of virtual reference services that are undervalued or have not attracted research interest, and calls for a technological shift in the services provided to users from the academic communities involved in this study.

Núm. 57, mayo/agosto, 2012, México, ISSN: 0187-358X, pp. 249-269 mapa conceptual como instrumento de diagnóstico y prospección a la vez que herramienta visual que permita observar y comparar gráficamente los criterios fundamentales aportados por los participantes en el análisis. Los resultados solicitan una mayor implicación del usuario, y la formación en habilidades informacionales desde el propio SRV.Palabras Clave: Servicio de Referencia Virtual; evaluación; Mapas conceptuales; Servicio de Referencia Virtual; Usuarios; Evaluación de servicios. Abstract Concept maps as a way to evaluate virtual reference services in univerity libraries : a practical approach María Pinto and Ramón A. MansoImplementing Information Technologies in library services requires some dynamic issues in its design and development, as the case of 'Virtual Reference Services' (VRS), which also must be evaluated on a regular basis. The aim of this study was to establish from the opinion of a group of librarians, participants in courses, about "how to build an VRS"; which elements are to provide quality and its projection, always from a perspective of users as the core of the analysis. The qualitative methodology is based on the use of 'concept maps' as a diagnosis and prospecting tools as well as a visual tool for observing and comparing graphically the basic criteria provided by the participants in the analysis. The results show that greater interaction with users is required as well as training in information skills from the VRS.