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| Bringing together teens and chat reference : reconsidering "the match made in heaven" | p. 3 |
| Investigating interpersonal communication in chat reference : dealing with impatient users and rude encounters | p. 23 |
| Training for online virtual reference : measuring effective techniques | p. 49 |
| Staffing for live electronic reference : balancing service and sacrifice | p. 75 |
| Establishing performance targets for a virtual reference service : counting totals and beyond | p. 91 |
| Creating the infrastructure for digital reference research : examining the digital reference electronic warehouse (DREW) project | p. 109 |
| Managing a full-scale, 24/7, reference service consortium : integrating specialists from public and academic libraries | p. 133 |
| Creating a knowledge base : analyzing a veteran reference librarian's brain | p. 155 |
| Building Wi-Fi technology and a new mobile service model : creating change in information service delivery at the Orange County (Florida) library system | p. 169 |
| Building a virtual community : repurposing professional tools for team-based experiential learning | p. 193 |
| Conclusion : looking to the future | p. 203 |
| Table of Contents provided by Blackwell. All Rights Reserved. |
