This presentation was given at the virtual SEFLIN 2021 Conference, titled, "Whose Library is it Anyway: Improvisation in Improbable Times." The presentation was part of a concurrent breakout session that was held on July 29, 2021.

During the COVID-19 pandemic, the University of Central Florida (UCF) Libraries’ Research & Information Services Department (RIS) implemented a virtual reference service called Tele-Reference providing a safe alternative to in-person reference desk service. This session will explore how the UCF Libraries RIS Department pivoted during the public health crisis and examined reference services to meet the needs of the community. It will highlight the formation and implementation of Tele-Reference, as well as explore future plans for utilizing this innovative technology. Perspectives from librarians who have staffed Tele-Reference will also be shared. Attendees will learn about the benefits and challenges of this service to help them implement and leverage virtual reference services in new and dynamic ways to meet the needs of their community and institution.