This paper introduces the new IFLA/UNESCO "Guidelines for e-reference library services for distance learners and other remote users" (expected to be published during 2004), which were prepared by the author and colleagues under a contract awarded to IFLA. The paper will discuss the origins of e reference services in the emergence of a networked society and the revived interest in distance learning. The guidelines are based on a critical review of the literature, and cover policies for e-reference service provision, procedures for their use, evaluation of service quality, the development of users' information skills, and the training required by library staf. The paper outlines the major implications for the education and training of library staff of current knowledge and opinion on the development of e-reference services, covering not only the technical and professional expertise required, but also the skills needed for developing users' competences in making effective use of electronic sources of information.
