The virtual reference desk : creating a reference future by Lankes, R. David, 1970- instant download

The virtual reference desk : creating a reference future by Lankes, R. David, 1970- instant download

xiii, 226 pages : 23 cm, This collection is based on peer-reviewed lead papers from the Virtual Reference Desk Conference in Ohio, which have been developed, updated and refined for inclusion here. This is the pre-eminent forum in the world for the discussion and dissemination of the latest information on reference provision in a broad range of libraries, where leading scholars and practitioners in the reference information field offer knowledge and advice for embracing the future of reference services, Includes bibliographical references and index, Part I: Creating a Reference Future: Chat Reference -- 1. Bringing together teens and chat reference : reconsidering \"the match made in heaven\" / Laura Kortz, Sharon Morris, and Louise W. Greene -- 2. Investigating interpersonal communication in chat reference : dealing with impatient users and rude encounters / Marie L. Radford -- Part II: Creating a Reference Future: Training and staffing -- 3. Training for online virtual reference : measuring effective techniques / Eileen G. Abels and Malissa Ruffner -- 4. Staffing for live electronic reference: balancing service and sacrifice / Joe Blonde -- Part III: Creating a Reference Future: Evaluation -- 5. Establishing performance targets for a virtual reference service: counting totals and beyond / Deb Hutchison and Michele Pye -- 6. Creating the infrastructure for digital reference research: examining the Digital Reference Electronic Warehouse (DREW) Project / Scott Nicholson and R. David Lankes -- Part IV: Creating a Reference Future: Innovative Approaches -- 7. Managing a full scale, 24/7, reference service consortium: integrating specialists from public and academic libraries / Vera Daugaard, Morten Fogh, and Ellen Nielsen -- 8. Creating a knowledge base: analyzing a veteran reference librarian's brain / Charles Early, Andrea Japzon, and Sarah Endres -- 9. Building wi-fi technology and a new mobile service model: creating change in information service delivery at the…