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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