“More than words”: screencasting as a reference tool Allison Carr and Pearl Ly Kellogg Library, California State University, San Marcos, California, USA Abstract Purpose – The purpose of this paper is to show how images and videos of search strategies can enhance student experiences in reference interactions by providing a visual and/or auditory explanation, rather than written step-by-step instructions. This paper explores how online screencasting tools, such as Jing, can be used to quickly create and share on-the-fly videos and images. Design/methodology/approach – A literature review briefly discusses uses of screencasting in higher education and the implications for Millennial students, followed by a discussion of how librarians at California State University, San Marcos are creating screencasting videos and images to enhance chat/instant messaging, e-mail, and in-person reference interactions. Findings – Based on chat transcripts and anecdotal evidence, students find librarians’ use of screencasting helpful in illustrating complex search strategies to find information resources. Research limitations/implications – Further research is needed to determine if screencasting is an effective learning tool for Millennial students, as well as, other library users in both reference interactions and instructional settings. Practical implications – Online screencasting tools are easy-to-use, low-cost, and can be used in any type of library, specifically for reference services. In virtual reference, librarians can quickly create and share instructional videos rather than type detailed instructions for accessing library and information resources. Originality/value – While screencasting tools such as Captivate and Camtasia are widely used in library instruction, they are new to reference delivery. Since many reference interactions include instructional components, on-the-fly screencasting can be a useful tool to enhance the user’s reference and learning experience. Keywords Video, Reference services, Virtual work, Computer software Paper type Case study Introduction Virtual reference is a common service point in academic libraries. Unlike interactions at a physical reference desk, virtual librarians face the added challenge of communicating with users who cannot see what is on the librarian’s computer screen. Screencasts break down this visual communication barrier by providing a way for the user to have an image or video of a librarian’s computer while searching for resources. California State University, San Marcos (CSUSM) is a growing, medium-sized, public university with 9,500 students. CSUSM is primarily a commuter campus and serves many non-traditional students including first-generation, minority, and returning students. CSUSM offers many online and hybrid courses through the main campus, as well as distance education programs at nearby satellite campuses. Because many CSUSM students cannot easily, or choose not to, visit the physical library to do research, it is important for the library to provide excellent virtual reference services. The current issue and full text archive of this journal is available at www.emeraldinsight.com/0090-7324.htm q Allison Carr and Pearl Ly. RSR 37,4 408 Received 1 June 2009 Revised 13 August 2009 Accepted 15 August 2009 Reference Services Review Vol. 37 No. 4, 2009 pp. 408-420 Emerald Group Publishing Limited 0090-7324 DOI 10.1108/00907320911007010