Libraries and librarians must adapt their services and products to the evolutions of the information society, and more precisely to users' needs. 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, launched in 2003.
After a short introduction on differences between virtual reference desks in North America and in Europe, the main approach is a focus on how SwissInfoDesk is built 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.
