Chat or instant messenger software was considered the most suitable for CTS, as it allowed immediate contact with the client in real time.

The criteria used to evaluate each system included:

• Ability to time/date stamp both the request and the response given to the request;
• Fast, consistent, reliable communication between requestor and librarian;
• User friendly at both ends;
• Does not require special software or hardware for user;
• Ability to customise librarian interface;
• Allows librarian to use other applications at the same time and to move/float the chat window;
• Allows the use of scripted responses for the librarian;
• Provides a chat log and captures transcripts of sessions;
• System automatically generates statistics and reports;
• Provides a cue for incoming request;
• Any librarian in a group is able to accept each request;
• Software must be accessible through each institution's firewall restrictions.

During this process, the SA group became aware of a new service offered through OCLC's QuestionPoint software. QuestionPoint is a well used and established virtual reference system for public and academic libraries but in 2003 began to offer closed group access to the QuestionPoint software. The availability of closed groups meant that we could limit our virtual reference service to just the participating members of CTS.