Table of contents for Digital reference services / Bill Katz, editor.


Bibliographic record and links to related information available from the Library of Congress catalog. Note: Contents data are machine generated based on pre-publication information provided by the publisher. Contents may have variations from the printed book or be incomplete or contain other coding.


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xxv Preface 
POINTS OF VIEW 
Steve McKinzie 
Digital Reference 
Services 
CONTENTS 
INTRODUCTION TO PART I 
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 
OPERATION PRINCIPLES AND AIDS 
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 101 
Ann Marie Breznay 
Leslie M. Haas
CHAT SERVICES 
Hurry Up and Wait: Observations and Tips About the Practice 
113 of Chat Reference 
David S. Carter 
Communication Strategies for Instant Messaging and Chat 
121 Reference Services 
Christina M. Desai 
Jody Condit Fagan 
157 Real-Time Chat Reference and the Importance of Text-Chat 
Steven Ovadia 
INTRODUCTION TO PART II 
163 Opportunities for Real-Time Digital Reference Service 
Matthew R. Marsteller 
Jackie Schmitt-Marsteller 
ACADEMIC LIBRARIES 
Usage and User Analysis of a Real-time Digital Reference 
183 Service 
Kelly M. Broughton 
Going Where the Students Are: Live/Web Reference at Cal 
201 Poly Pomona 
Kathleen Dunn 
Ann Morgan 
215 Virtual Reference at Duke: An Informal History 
Phil Blank 
Evaluating Online Real-Time Reference in an Academic 
225 Library: Obstacles and Recommendations 
Jana Ronan 
Patrick Reakes 
Gary Comwell
241 
Our Experience with Two Virtual Reference Services 
at IUPUI University Library 
Polly D. Boruff-Jones 
257 
KANAnswer: A Collaborative Statewide Virtual Reference 
Pilot Project 
Marcia Stockham 
Elizabeth Turtle 
Eric Hansen 
267 Virtual Reference Services: The LSU Libraries Experience 
Melanie E. Sims 
281 
Ask a Penn State Librarian, Live: Virtual Reference Service 
at Penn State 
Susan A. Ware 
Joseph Fennewald 
Lesley M. Moyo 
Laura K. Probst 
297 Chat Reference: One University's Experience 
Kathy A. Campbell 
Marie F. Jones 
Jerry Shuttle 
PUBLIC LIBRARY 
Going It Alone: Can a Small/Medium-Sized Library Manage 
Live Online Reference? 311 
Joyce Ward 
Dana Mervar 
Matthew Loving 
Steve Kronen 
323 Index
 

Library of Congress Subject Headings for this publication: Electronic reference services (Libraries)Reference services (Libraries) Information technology, Internet in library reference services, Academic libraries Reference services United States Case studies, Electronic reference services (Libraries) United States Case studies