Table of Contents:
  • Digital reference : an overview / Bill Katz
  • Virtually yours : thoughts on where we have been and where we are going with virtual reference services in libraries / Diane Kresh
  • The digital reference fallacy / R. David Lankes
  • Bad moon rising : a candid examination of digital reference and what it means to the profession / Jonathan D. Lauer, Steve McKinzie
  • Mediated online searching and digital reference / Amanda Spink
  • Stocking the virtual ready reference collection / Danianne Mizzy, Elizabeth Tillapaugh Mahoney
  • A checklist for starting and operating a digital reference desk / Ann Marie Breznay, Leslie M. Haas
  • Hurry up and wait : observations and tips about the practice of chat reference / David S. Carter
  • Communication strategies for instant messaging and chat reference services / Jody Condit Fagan, Christina M. Desai
  • Real-time chat reference and the importance of text-chat / Steven Ovadia
  • Opportunities for real-time digital reference service / Matthew R. Marsteller, Jackie Schmitt-Marsteller
  • Usage and user analysis of a real-time digital reference service / Kelly M. Broughton
  • Going where the students are : live/Web reference at Cal Poly Pomona / Kathleen Dunn, Ann Morgan
  • Virtual reference at Duke : an informal history / Phil Blank
  • Evaluating online real-time reference in an academic library : obstacles and recommendations / Jana Ronan, Patrick Reakes, Gary Cornwell
  • Our experience with two virtual reference services at IUPUI University Library / Polly D. Boruff-Jones
  • KANanswer : a collaborative statewide virtual reference pilot project / Marcia Stockham, Elizabeth Turtle, Eric Hansen
  • Virtual reference services : the LSU Libraries experience / Melanie E. Sims
  • Ask a Penn State librarian, live : virtual reference service at Penn State / Susan A. Ware [and others]
  • Chat reference : one university's experience / Kathy A. Campbell, Marie F. Jones, Jerry Shuttle
  • Going it alone : can a small/medium-sized library manage live online reference? / Joyce Ward [and others].