Virtual reference best practices tailoring services to your library - Kern, M. Kathleen (American Library Association, 2009)
Master and use copy. Digital master created according to Benchmark for Faithful Digital Reproductions of Monographs and Serials, Version 1. Digital Library Federation, December 2002
Includes bibliographical references and index
Defining virtual reference -- Implementing virtual reference : is it the right thing, right now? -- Who are we doing this for? -- Buy-in : gaining commitment and support -- Policies : setting expectations of who, when, and what -- Selecting software -- Communication : do I have to learn a new language? -- Determining a staffing model -- Assessing the costs : budgeting for virtual reference -- Collaborative virtual reference -- Aspects of training -- Marketing your virtual reference service -- Assessment and evaluation : how are we doing? -- The road ahead : next steps and emerging technologies