The article is devoted to the new form of reference service, so-called “the virtual reference service”. Its purpose is to provide the personalized information support to the remote users, without dependence on their site. Virtual reference service is constructed on a combination of opportunities of the automated search toolkit and professional skills of a bibliographer. Abroad the first virtual reference services have appeared in the middle of 1990th and now many foreign and Russian libraries have the specialized sections on the web-sites. In the Russian State Library the virtual reference desk has opened on April, 17, 2007. In spite of the fact that virtual help service of the Russian State Library has a small operational experience, it can be an example for successful realization of reference service on the basis of Internet technologies. It provides to the remote user efficiency, completeness and high quality of the information.