Building a virtual community : repurposing professional tools for team-based experiential learning / Karen Wenk. Investigating interpersonal communication in chat reference : dealing with impatient users and rude encounters / Marie L. Radford -- Training for online virtual reference : measuring effective techniques / Eileen G. Abels and Malissa Ruffner -- Staffing for live electronic reference : balancing service and sacrifice / Joe Blonde -- Establishing metric performance targets for a virtual reference service : counting totals and beyond / Deb Hutchison and Michele Pye -- Creating the infrastructure for digital reference research : examining the Digital Reference Electronic Warehouse (DREW) Project / Scott Nicholson and R. David Lankes -- Managing a full scale, 24/7, reference service consortia : integrating specialists from public and academic libraries / Vera Daugaard, Morten Fogh, and Ellen Nielsen -- Creating a knowledge base : analyzing a veteran reference librarian's brain / Charles Early, Andrea Japzon, and Sarah Endres -- Building wi-fi technology and a new mobile service model : creating change in information service delivery at the Orange County (Florida) Library System / Kathryn Robinson -- Building a virtual community : repurposing professional tools for team-based experiential learning / Karen Wenk.
This resource is supported by the Institute of Museum and Library Services under the provisions of the Library Services and Technology Act as administered by State Library of Iowa.