Virtual Reference Desks are new online services developed by libraries and this paper aims to give the example of SwissInfoDesk, the VRD of the Swiss National Library set up in 2003. The main approach is a focus on how SwissInfoDesk is built, maintained and developed, considering users' interests with a proposed list of topics on Switzerland. The most significant differences between SwissInfoDesk and other VRDs are the multilingual aspects (four languages are represented) and the link between a directory of selected Swiss official websites and the reference desk itself. The user can search by himself or address his request to the desk. SwissInfoDesk illustrates the ongoing changes in reference work and the new dimension of communication between information specialists and information‐seekers.
After a short introduction on website subject gateways and virtual reference desk, the main approach is a focus on how SwissInfoDesk is built, maintained and developed, considering users' interests with a proposed list of topics on Switzerland.
The most significant differences between SwissInfoDesk and other VRDs are the multilingual aspects (four languages are represented) and the link between a directory of selected Swiss official websites and the reference desk itself.
SwissInfoDesk illustrates the ongoing changes in reference work and the new dimension of communication between information specialists and information‐seekers. The projects to develop SwissInfoDesk in the future are given. The marketing policy is an important part of this development, joined to cooperation and partnership in Switzerland and in Europe.
