Virtual Reference Handbook: Interview and Information Delivery Techniques for the Chat and E-Mail Environments
...useful and easy to follow....well-written and easy to understand....this text will be very useful to any librarians venturing into the world of chat reference. --Legal Information ALERT, January 2009...a practical manual for identifying and learning the skills and knowledge sets key to building librarian competence in providing virtual reference. --Journal of the Medical Library Association, January 2008...a practical guide to the technical, communication, and reference skills you need to deliver fluent chat and e-mail reference services. --C&RL; News, July/August 2007