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IDAuthorYearTitlePeriodicalVolumeIssuePagesURL
19Abbas, June   1997  The library profession and the Internet: Implications and scenarios for change  Katharine Sharp Review   5   -  Link  Full 
1020Abels, Eileen G.,
Ruffner, Malissa  
 2006  Training for Online Virtual Reference: Measuring Effective Techniques       49 - 73   Full 
2772Abels, Eillen G.   2011  Transforming the interent public library into the ipl2 virtual learning laboratory  Reference Librarian   52 4 284 - 290   Full 
2783Abels, Eillen G.   2011  Transforming the interent public library into the ipl2 virtual learning laboratory  Reference Librarian   52 4 284 - 290   Full 
20Abels, Eileen G.   1996  The e-mail reference interview  RQ   35 3 345 - 358   Full 
21Abels, Eileen G.,
Liebscher, Peter  
 1994  A new challenge for intermediary-client communication: The electronic network  The Reference Librarian   19 41/42 185 - 196   Full 
22Abram, Stephen   2005  Three ways to understand professional-grade virtual reference  Information Outlook   9 7 34 - 35   Full 
23Abram, Stephen   2004  Twenty reasons to love IM  Information Outlook   8 10 40 - 42   Full 
24Abram, Stephen   2000  Planning for the next wave of convergence  Computers in Libraries   20 4 46 - 53   Full 
2686Abu Baker, Ahmad Bakeri   2009  Virtual reference service in the Muslim world: Opportunities and challenges  Library Philosophy & Practice   2009  1 - 4   Full 
25Accart, Jean-Philippe   2006  The SwisslnfoDesk experiment: The building of a website subject gateway as a contributive part of a virtual reference desk  Collection Building   25 4 134 - 138   Full 
26Ackerman, Mark S.   1998  Augmenting the organizational memory: A field study of Answer Garden  ACM Transactions on Information Systems   16 3 203 - 224   Full 
27Ackerman, Mark S.   1994  Providing social interaction in the digital library       198 - 200 Link  Full 
28Ackerman, Mark S.,
McDonald, David W.  
 1996  Answer Garden 2: Merging organizational memory with collaborative help       97 - 105 Link  Full 
1130Adams, Kate E.,
Cassner, Mary  
 2010  Library services for Great Plains IDEA Consortial Students  Journal of Library Administration   50 5/6 414 - 424   Full 
2561Ademodi, Olugbenga   2011  Virtual reference service in United States school of law libraries: Its challenges and the way forward  World Libraries   18 2  -  Link  Full 
1075Agosto, Denise E.,
Abels, Eileen G.,
Mon, Lorri,
Harris, Lydia Eato  
 2009  The Internet Public Library as Service-Based Experiential Learning       133 - 141   Full 
2560Agosto, Denise E.,
Rozaklis, Lily,
MacDonald, Craig,
Abels, Eileen G.  
 2011  A model of the reference and information service process: An educators' perspective  Reference & User Services Quarterly   50 3 235 - 244   Full 
1127Agosto, Denise E.,
Rozaklis, Lily,
Macdonald, Craig,
Abels, Eileen G.  
 2010  Barriers and challenges to teaching reference in today's electronic information environment  Journal of Education for Library & Information Science   51 3 177 - 186   Full 
2554Aguilar, Paulita,
Keating, Kathleen,
Schadl, Suzanne,
Reenen, Johann Van  
 2011  Reference as outreach: Meeting users where they are  Journal of Library Administration   51 4 343 - 358   Full 
1147Aguilar, Paulita,
Keating, Kathleen,
Swanback, Sue  
 2010  Click it, no more tick it: Online reference statistics  Reference Librarian   51 4 290 - 299   Full 
29Aguilar, Echeverria,
Vegas, Jocelyn,
Vegas, Donoso  
 2005  Servicio de referencia electronica basado en mensajeria instantanea: Propuesta metodologica
 
Serie Bibliotecologia y Gestion de Informacion   8  1 - 38   Full 
2811Agyilar, P. P.,
Keating, K. K.,
Swanback, S. S.  
 2010  Click it, no more tick it: Online reference statistics  Reference Librarian   51 4 290 - 299   Full 
2820Agyilar, P. P.,
Keating, K. K.,
Swanback, S. S.  
 2010  Click it, no more tick it: Online reference statistics  Reference Librarian   51 4 290 - 299   Full 
2840Agyilar, P. P.,
Keating, K. K.,
Swanback, S. S.  
 2010  Click it, no more tick it: Online reference statistics  Reference Librarian   51 4 290 - 299   Full 
2865Agyilar, P. P.,
Keating, K. K.,
Swanback, S. S.  
 2010  Click it, no more tick it: Online reference statistics  Reference Librarian   51 4 290 - 299   Full 
2901Agyilar, P. P.,
Keating, K. K.,
Swanback, S. S.  
 2010  Click it, no more tick it: Online reference statistics  Reference Librarian   51 4 290 - 299   Full 
2939Agyilar, P. P.,
Keating, K. K.,
Swanback, S. S.  
 2010  Click it, no more tick it: Online reference statistics  Reference Librarian   51 4 290 - 299   Full 
2978Agyilar, P. P.,
Keating, K. K.,
Swanback, S. S.  
 2010  Click it, no more tick it: Online reference statistics  Reference Librarian   51 4 290 - 299   Full 
3018Agyilar, P. P.,
Keating, K. K.,
Swanback, S. S.  
 2010  Click it, no more tick it: Online reference statistics  Reference Librarian   51 4 290 - 299   Full 
30Albano, Jessica   1999  Digital reference report. University of Washington Libraries        -    Full 
31Albano, Jessica,
Hall, Adam,
O'English, Lorena  
 2001  The electronic reference desk: Communications made virtual       265 - 266   Full 
2553Alexander, Laurie,
Blumenthal, Jane,
Downing, Karen,
MacAdam, Barbara,
Rana, Gurpreet K.,
Reiman-Sendi, Karen,
Scholtz, Nicole,
Sutch, Laurie A.  
 2011  MLibrary: Concepts for redefining reference  Journal of Library Administration   51 4 326 - 342   Full 
1063Alexander, Stephanie,
Greke, Jennifer,
Lage, Kathryn  
 2010  New Route to an Old Resource: Faciliating Access to Library Research Guide for the Self-serve Generation       129 - 152   Full 
32Ammentorp, Steen,
Hummelshoj, Marianne  
   Ask a Librarian: Web-based reference questions services: A model for development        -    Full 
1010Anderson, Craig   2009  How to be a Person: Tips and Tricks for Virtual Reference  College and Research Libraries   70 10 577 - 579   Full 
33Anderson, Charles R.   2001  Reference librarianship: A guide for the 21st century  The Reference Librarian   34 72 5 - 19   Full 
34Anderson, Charles R.   1998  Quo Vadimus?  Reference & User Services Quarterly   37 3 253 - 258   Full 
35Anderson, Eric,
Boyer, Josh,
Ciccone, Karen  
 2001  Remote reference services at the North Carolina State University Libraries       106 - 110   Full 
36Anhang, Abe   2002  Be it resolved all reference librarians are toast  American Libraries   33 3 50 - 51   Full 
37Anhang, Abe,
Coffman, Steve  
 2002  The great reference debate  American Libraries   33 3 50 - 54   Full 
2893Anni   2014  Content Analysis of Reference Transactions Provides Guidance Regarding Staffing of Library Service Points  Evidence Based Library & Information Practice   9 2 31-33 -    Full 
2929Anni   2014  Content Analysis of Reference Transactions Provides Guidance Regarding Staffing of Library Service Points  Evidence Based Library & Information Practice   9 2 31-33 -    Full 
2967Anni   2014  Content Analysis of Reference Transactions Provides Guidance Regarding Staffing of Library Service Points  Evidence Based Library & Information Practice   9 2 31-33 -    Full 
3006Anni   2014  Content Analysis of Reference Transactions Provides Guidance Regarding Staffing of Library Service Points  Evidence Based Library & Information Practice   9 2 31-33 -    Full 
3046Anni   2014  Content Analysis of Reference Transactions Provides Guidance Regarding Staffing of Library Service Points  Evidence Based Library & Information Practice   9 2 31-33 -    Full 
38Antonelli, Monika,
Tarlton, Martha  
 2000  The University of North Texas libraries' online reference help desk       197 - 206   Full 
2701Aqil, Mohammad,
Ahmad, Parvez,
& Siddique, Mohammad Asad  
 2011  Web 2.0 and libraries: Facts or myth  Journal of Library & Information Technology   31 5 395 - 400   Full 
39Arathoon, Trish   2006  Engaging with the virtual customer: seminar report  Refer   22 1 3 - 12   Full 
40Archer, Sarah Brick,
Cast, Melissa  
 1999  "Going where the questions are": Using media to maintain personalized contact in reference service in medium-sized academic libraries  The Reference Librarian   31 65 39 - 50   Full 
2591Arendt, Julie,
Graves, Stephanie J.  
 2011  Virtual question changes: Reference in evolving environments  Reference Services Review   39 2 187 - 205   Full 
41Arif, Muhammad,
Mahmood, Khalid  
 2008  Off-campus postgraduate students' perceptions about distance library support services: A case study of Allama Iqbal Open University libraries network  Journal of Library Administration   48 3/4 249 - 263   Full 
2636Arnold, Judith M.,
Csir, Floyd,
Sias, Jennifer,
Zhang, J  
 2004  Does anyone need help out there? Lessons from designing online help  Internet Reference Services Quarterly   9 3/4 115 - 134   Full 
42Arnold, Julie,
Kaske, Neal  
 2005  Evaluating the quality of a chat service  Portal: Libraries and the Academy   5 2 177 - 193   Full 
43Arnoldy, Ben   2002  Paying for answers online  Christian Science Monitor   94 166 14 -  Link  Full 
2672Arvin, Shelley D,
Kaiser, Anthony  
 2012  Case study of synchronous virtual reference in an academic library  Internet Reference Services Quarterly   17 2 83 - 93   Full 
2659Arvina, Shelley D.,
Kaiserb, Anthony  
 2012  Case study of synchronous virtual reference in an academic library  Internet Reference Services Quarterly   17 2 83 - 93   Full 
44Association of Southern Research Libraries   2003  Service proposal “Ask ASERL” virtual reference service. Revised       1 - 20 Link  Full 
45Association of Southern Research Libraries   2002  ASERL Virtual reference membership survey. Executive summary: Preliminary results        -  Link  Full 
2575Avery, Beth Fuseler,
Docherty, Karen J.,
Lindbloom, Mary-Carol  
 2010  Collaborative marketing for virtual reference: The My Info Quest experience  The Reference Librarian   52 1/2 36 - 46   Full 
2531Avery, Beth,
Brodak, Elizabeth,
Fronmueller, Julie,
Huling, Nancy,
Mascareas, Paul M.,
McCaffrey, Erin,
Owens, Sylvia,
Sobel, Karen  
 2012  Virtual reference: Variations on a theme in academic libraries       181 - 194   Full 
2532Avery, Beth,
Docherty, Karen,
White, Shaye  
 2012  Cooperative SMS:The My Info Quest journey       211 - 226   Full 
2637Avery, Susan,
Ward, David  
 2010  Reference is my classroom: Setting instructional goals for academic library reference services  Internet Reference Services Quarterly   15 1 35 - 51   Full 
46Badke, William   2007  Blind co-browsing, teachable moments, and the power of gaming  Online   31 4 43 - 45   Full 
47Bailey-Hainer, Brenda   2005  Virtual reference: Alive and well  Library Journal      -    Full 
48Bailey-Hainer, Brenda   2003  Collaborative virtual reference in Colorado  Colorado Libraries   29 1 15 - 18   Full 
49Bailey-Hainer, Brenda   2003  Collaborative virtual reference service: Project update. September 2003.        -  Link  Full 
50Bains, Simon   2002  Testing collaborative electronic reference services: The experience of UK University Research Libraries in the use of OCLC's QuestionPoint        -  Link  Full 
2648Bakar, Ahmad Bakeri Abu   2012  Myths and realities of digital reference services: Perspectives of libraries from developing countries  Library Management   33 3 136 - 141   Full 
51Bakker, Trix   2002  Virtual reference services: Connecting users with experts and supporting the development of skills  Liber Quarterly: The Journal of European Research Libraries   12 2/3 124 - 137   Full 
1161Balas, Janet L.   2010  Taking the library to the user  Computers in Libraries   30 4 33 -    Full 
52Balas, Janet   2003  Is the reference librarian real or virtual?  Computers in Libraries   23 4 48 - 51   Full 
53Balas, Janet   1995  The Internet and reference services  Computers in Libraries   15 6 39 - 41   Full 
54Balleste, Roy,
Russell, Gordon  
 2003  Implementing virtual reference: Hollywood technology in real life  Computers in Libraries   23 4 14 - 17   Full 
1037Bankhead, Henry   2004  Not Just Q&A: An Inclusive Examination of Digital Reference Services       199 - 218   Full 
55Bao, Xue-Ming   2003  A study of web-based interactive reference services via academic library home pages  Reference & User Services Quarterly   42 3 250 - 256   Full 
56Barack, Lauren   2005  Library offers instant research buddy  School Library Journal   51 10 19 -    Full 
57Barber, Peggy,
Wallace, Linda  
 2002  10 Tips for marketing virtual reference services (VRS)        -  Link  Full 
58Barbier, Pat,
Ward, Joyce  
 2004  Ensuring quality in a virtual reference environment  Community & Junior College Libraries   13 1 55 - 71   Full 
1187Barcellos, Silvia   2000  Understanding intermediation in a digital environment: An exploratory case study        -    Full 
59Barkley, Daniel C.   1998  Public service guidelines in an electronic environment  Government Information Quarterly   15 1 73 - 85   Full 
60Barnard, John   1999  Web accessible library resources for emerging virtual universities  Journal of Library Services for Distance Education   2 1  -  Link  Full 
61Barnes, Susan J.   1994  The electronic library and public services  Library Hi Tech   12 3 44 - 62   Full 
2565Barnhart, Fred D.,
Pierce, Jeannette E.  
 2011  Becoming mobile: Reference in the ubiquitous library  Journal of Library Administration   51 3 279 - 290   Full 
62Barr, Belinda,
Conley, Jerome,
Goode, Joanne  
 2003  Chat is now: Administrative issues  Internet Reference Services Quarterly   8 1/2 19 - 25   Full 
1179Barry, Eithne,
Bedoya, Jaclyn Kelli,
Groom, Carolyn,
Patterson, Laurence  
 2010  Virtual reference in UK academic libraries: The virtual enquiry project 2008-2009  Library Review   59 1 40 - 55   Full 
63Bartolini, Laurie   2005  The evolution of virtual reference in Illinois  Illinois Libraries   85 4 56 - 57   Full 
64Baum, Jenny,
Lyons, Kate  
 2004  Predicting the success of commercial AskA services in the United States and abroad  The Reference Librarian   41 85 81 - 89   Full 
65Beard, Jill,
Bottomly, Neil,
Geeson, Rachel,
Spencer, Stuart  
 2003  ASK: A virtual enquiry desk - a case study  The Electronic Library   21 6 601 - 608   Full 
2529Beatty, Susan,
Cloutier, Claudette  
 2012  More questions than answers: Using an observational study to count reference activity       125 - 137   Full 
2720Beaubien Bennett, Denise ,
Cenzer, Pamela S.,
& Kirk, Paul  
 2004  A class assignment requiring chat-based reference  Reference & Users Services Quarterly   44 2 149 - 163   Full 
2676Beck, Daniel   2010  The role of information in the provision of virtual reference services at the equiry desk  Journal of Information Literacy   4 2 pviii - 94   Full 
1084Bedwell, Linda   2009  Making Chat Widgets Work for Online Reference  Online   33 3 20 - 23   Full 
2602Bedwell, Linda,
Rodrigues, Denyse,
Duggan, Lawrence J.,
Orlov, Stanislav  
 2008  IM a librarian: Extending virtual reference services through instant messaging and chat widgets  Partnership: the Canadian Journal of Library and Information Practice and Research   3 2 1 - 17   Full 
66Behm, Leslie M.   2003  One library's experience with review and selection of chat software for reference  Medical Reference Services Quarterly   22 2 85 - 92   Full 
1151Bejune, Matthew M.,
Morris, Sara E.  
 2010  The development of the Virtual Notebook, a wiki-based ready reference technology  Reference & User Services Quarterly   50 1 27 - 34   Full 
67Belanger, Yvonne,
Lankes, R. David,
Shostack, Pauline Lynch  
 2003  Managing data collection for real-time reference: Lessons from the AskERIC Live! experience  Internet Reference Services Quarterly   8 1/2 137 - 148   Full 
1035Bell, Jessica G.,
Levy, April P.  
 2004  Making the Digital Connection More Personal       139 - 161   Full 
2712Bell, Lori,
Peters, Tom  
 2005  Digital library services for all  American Libraries   36 8 46 - 49   Full 
2618Bell, Steven J.,
DeVoe, Kristina M.  
 2008  Chat widgets: Placing your virtual reference services at your user's point(s) of need  The Reference Librarian   49 1 99 - 101   Full 
68Bell, Mary Margaret   2002  Managing reference e-mail in an archival setting  College & Research Libraries News   63 2 99 - 101   Full 
1004Bellamy, Al,
Hanewicz, Cheryl  
 1999  Social Psychological Dimensions of Electronic Communication  Electronic Journal of Sociology   4 1  -    Full 
1040Bencivengo, Glen   2004  A Lawyer's View of Privacy, Surveillance, and the USA Patroit Act       235 - 257   Full 
69Bennett, Blythe A.   2000  Developing an Internet-based reference service       159 - 169   Full 
70Bennett, Blythe A.   1997  KidsConnect: Teacher-librarians helping kids solve their information problems on the Internet  The Teaching Librarian   4 3 14 - 17   Full 
71Bennett, Blythe Allison   2001  Virtual reference desk incubator: A demo       71 - 78   Full 
72Bennett, Blythe Allison   1998  Gendered questions: asking for directions on the information highway  Knowledge Quest   27 2 24 - 25   Full 
73Bennett, Blythe Allison   1998  Handling the quirky questions: A model for reference service  Knowledge Quest   26 2 59 - 60   Full 
74Bennett, Blythe Allison,
Lankes, R. David,
Kasowitz, Abby S.  
 2000  Digital reference quality criteria       69 - 80   Full 
75Bennington, Lynne,
Cummane, James,
Conn, Paul  
 2000  Customer satisfaction and call centers: an Australian study  International Journal of Service Industry Management   11 2 162-173 -  Link  Full 
2862Berndt-Morris, Elizabeth,
Minnis, Sam  
 2014  The Chat Is Coming from Inside the House: An Analysis of Perceived Chat Behavior and Reality  Journal of Library & Information Services in Distance Learning   8 3/4 168 - 180   Full 
2887Berndt-Morris, Elizabeth,
Minnis, Sam  
 2014  The Chat Is Coming from Inside the House: An Analysis of Perceived Chat Behavior and Reality  Journal of Library & Information Services in Distance Learning   8 3/4 168 - 180   Full 
2923Berndt-Morris, Elizabeth,
Minnis, Sam  
 2014  The Chat Is Coming from Inside the House: An Analysis of Perceived Chat Behavior and Reality  Journal of Library & Information Services in Distance Learning   8 3/4 168 - 180   Full 
2961Berndt-Morris, Elizabeth,
Minnis, Sam  
 2014  The Chat Is Coming from Inside the House: An Analysis of Perceived Chat Behavior and Reality  Journal of Library & Information Services in Distance Learning   8 3/4 168 - 180   Full 
3000Berndt-Morris, Elizabeth,
Minnis, Sam  
 2014  The Chat Is Coming from Inside the House: An Analysis of Perceived Chat Behavior and Reality  Journal of Library & Information Services in Distance Learning   8 3/4 168 - 180   Full 
3040Berndt-Morris, Elizabeth,
Minnis, Sam  
 2014  The Chat Is Coming from Inside the House: An Analysis of Perceived Chat Behavior and Reality  Journal of Library & Information Services in Distance Learning   8 3/4 168 - 180   Full 
76Berry, Teresa U.,
Casado, Margaret M.,
Dixon, Lana S.  
 2003  The local nature of digital reference  The Southeastern Librarian   51 3 8 - 15   Full 
77Berube, Linda   2005  Digital reference overview. An issue paper from the Networked Service Policy Task Group (UKOLN)        -    Full 
78Berube, Linda   2004  Collaborative digital reference: An Ask a Librarian (UK) overview  Program: Electronic Library and Information Systems   38 1 29 - 41   Full 
2604Bhatt, Jay,
Chandra, Smita,
Denick, Dana  
 2009  Using Web 2.0 applications as information awareness tools for science and engineering faculty and students in academic institutions       635 - 644   Full 
2728Bicknell-Holmes, Tracy   2007  Chat & instant messaging for reference services: A selected bibliography  Nebraska Library Association Quarterly   38 4 3 - 8   Full 
1055Bietila, David,
Bloechl, Chris,
Edwards, Elizabeth  
 2009  Beyond The Buzz: Planning Librarian Facebook Initiatives Grounded in User Needs       135 - 142   Full 
2535Biglin, Karen,
Docherty, Karen  
 2012  The reference ref: How to referee the assessment process for virtual reference services       291 - 306   Full 
79Billings, Harold,
Carver, Ira E.,
Tongate, John,
Ploof, Steven  
 1994  Remote reference assistance for electronic information resources over networked workstations  Library Hi Tech   12 1 77 - 86   Full 
80Birkey, Kathleen   2000  The challenge of ever-changing online reference sources  Voice of Youth Advocates   23 4 250 - 251   Full 
2682Bishop, Bradley W.   2012  Can consortial reference partners answer your local users' library questions?  Libraries & the Academy   12 4 355 - 370   Full 
2735Bishop, Bradley Wade   2011  Location-based questions and local knowledge  Journal of the American Society for Information Science & Technology   62 8 1594 - 1603   Full 
2515Bishop, Bradley Wade   2010  Chat reference and location-based questions: A multi-method evaluation of a statewide chat reference consortium  Doctor of Philosophy Doctoral dissertation, Florida State University, Tallahassee      -    Full 
2794Bishop, Bradley Wade,
Bartlett, Jennifer A.  
 2013  Where do we go from here? Information academic library staffing through reference transaction analysis  College & Research Libraries   74 5 489 - 500   Full 
2799Bishop, Bradley Wade,
Bartlett, Jennifer A.  
 2013  Where do we go from here? Information academic library staffing through reference transaction analysis  College & Research Libraries   74 5 489 - 500   Full 
1212Bishop, Bradley Wade,
Sachs-Silveira, Diana,
Avet, Traci  
 2011  Populating a knowledge base with local knowledge for Florida's Ask a Librarian reference consortium  The Reference Librarian   52 3  -    Full 
81Bishop, Bradley Wade,
Torrence, Matt  
 2007  Virtual reference services: consortium versus stand-alone  College & Undergraduate Libraries   13 4 117 - 127   Full 
1069Bivens-Tatum, Wayne   2010  Google 2.0: Benefits and Burdens       215 - 226   Full 
82Bivens-Tatum, Wayne   2001  Expert services on the Web  College & Research Libraries News   62 7 714 - 716   Full 
83Blank, Phil   2003  Virtual reference at Duke: An informal history  The Reference Librarian   38 79 215 - 224   Full 
1021Blonde, Joe   2006  Staffing for Live Electronic Reference: Balancing Service and Sacrifice       75 - 88   Full 
84Blumenstyk, Goldie   2001  Libraries offer reference services to one another  Chronicle of Higher Education    5/22/2001  -    Full 
85Bobal, Alison M.,
Schmidt, Cynthia M.,
Cox, Roxanne  
 2005  One library's experience with live, virtual reference  Journal of the Medical Library Association   93 1 123 - 125   Full 
2721Bobrowsky, Tammy,
Beck, Lynne,
& Grant, Malaika  
 2005  The chat reference interview: Practicalities and advice  Reference Librarian   43 89/90 179 - 191   Full 
86Bodmer, Bill   2002  Network of online librarians can provide answers, 24/7  The Princeton Packet      -    Full 
1109Bodner, Stewart   2009  Virtual Reference Reflections  Journal of Library Administration   49 7 675 - 685   Full 
87Bolan, Kimberly,
Canada, Meg,
Cullin, Rob  
 2007  Web, library, and teen services 2.0  Young Adult Library Services   5 2 40 - 43   Full 
88Bolander, Robert C.,
Connaway, Lynn Silipigni,
Radford, Marie L.  
 2006  Seeking synchronicity: OCLC and Rutgers researchers explore virtual reference services by analyzing chat transcripts  NextSpace   1 2 18 - 19   Full 
89Bonham, Miriam   1987  Library services through electronic mail  College & Research Libraries News   48 9 537 - 538   Full 
1133Booth, Char   2008  Developing Skype-based reference services  Internet Reference Services Quarterly   13 2/3 147 - 163   Full 
1134Booth, Char   2007  Video reference and the library kiosk: Experimentation and evaluation  Journal of Access Services   5 1/2 47 - 53   Full 
90Borchardt, Karen,
Croud, Jennifer  
 2001  Digital reference service: A new service or the next logical step?        -  Link  Full 
91Borisovets, Natalie   2008  Virtual Reference Services 2007/2008        -  Link  Full 
92Borisovets, Natalie   2007  Virtual Reference Services 2006/2007        -  Link  Full 
93Borisovets, Natalie   2007  Virtual Reference Services Midyear Report 2006/2007        -  Link  Full 
94Borisovets, Natalie   2004  Virtual Reference Services 2003/2004. Rutgers University        -  Link  Full 
95Borisovets, Natalie   2002  Ask A Librarian Annual Report 2001/2002. Rutgers University        -  Link  Full 
96Borisovets, Natalie   2002  Ask a Librarian LIVE Pilot Project Report. Rutgers University      4/30/2008  -  Link  Full 
97Borisovets, Natalie   2000  Ask A Librarian Annual Report 1999/2000. Rutgers University        -  Link  Full 
98Borisovets, Natalie   1999  Ask A Librarian Annual Report 1998/1999. Rutgers University        -    Full 
99Boruff-Jones, Polly D.   2003  Our experience with two virtual reference services at IUPUI University library  The Reference Librarian   38 79/80 241 - 255   Full 
1208Bosancic, Boris   2010  A blueprint for building online reference knowledge bases  Reference & User Services Quarterly   50 2 152 - 161   Full 
100Bossueau, D. L.   2001  Digital reference services: Virtual or real?  Information Management Report     1 - 4   Full 
101Boston Library Consortium   2002  24x7 Reference Task Force. Final Report        -    Full 
102Botts, Carroll,
Bauerschmidt, Rebecca  
 1999  Reference issues exploration: Electronic mail reference service        -    Full 
2761Bourdon,   2001  The association's associations: RUSA is leading reference librarians  American Libraries   32 10 9 -    Full 
1137Bower, Shirley L.,
Mee, Susan A.  
 2010  Virtual delivery of electronic resources and services to off-campus users: A multifaceted approach  Journal of Library Administration   50 5/6 468 - 483   Full 
103Bowman, Vibiana   2002  The virtual librarian and the electronic reference interview  Internet Reference Services Quarterly   7 3 3 - 14   Full 
104Boyer, Joshua   2001  Virtual reference at North Carolina State: The first one hundred days  Information Technology and Libraries   20 3 122 - 128   Full 
2540Boykin, Amy W.,
Cunningham, Kay,
Danowitz, Erica,
Lee, Matt,
Lehmann, Sarah,
Nail, Clark,
Scanlon, Donna,
Seale, Colleen,
Shuyler, Kristen,
Sonsteby, Alec  
 2011  Best free reference websites: Thirteenth annual list  Reference & User Services Quarterly   51 1 19 - 24   Full 
105Bradburn, Jean   2006  Virtual or traditional: the impact of change on information services  Refer   22 3 4 - 7   Full 
106Bradbury, David,
Payne, Georgina  
 2001  The OPAL project: Developing an online digital reference service for distance learners  Library Hi Tech News   18 9 28 - 29   Full 
2643Bradford, Jane T.,
Costello, Barbara,
Lenholt, Robert  
 2005  Reference service in the digital age: An analysis of sources used to answer reference questions  Journal of Academic Librarianship   31 3 263 - 272   Full 
107Brady, John,
Kiefer, Scott,
Saunders, Michelle  
 1999  Electronic Mail Reference: More Questions Than Answers?        -    Full 
108Brandt, D. Scott   2000  E-mail makes the world go 'round  Computers in Libraries   20 10 64 - 66   Full 
109Brandt, D. Scott   1999  Outreach, or, how far do you reach?  Computers in Libraries   19 4 31 - 33   Full 
2577Brannon, Sian   2011  SMS reference  The Reference Librarian   52 1/2 152 - 158   Full 
2807Braun, Linda W.   2013  Can it be done? Readers\' advisory in a digital world  Voice of Youth Advocates   36 4 44 - 45   Full 
2589Braun, Linda W.   2010  The big app  School Library Journal   56 12 49 - 51   Full 
2549Bravender, Patricia,
Lyon, Colleen,
Molaro, Anthony  
 2011  Should chat reference be staffed by librarians? An assessment of chat reference at an academic library using LibStats  Internet Reference Services Quarterly   16 3 111 - 127   Full 
111Braxton, Susan M.,
Brunsdale, Maureen  
 2004  E-mail reference as substitute for library receptionist  The Reference Librarian   41 85 19 - 31   Full 
110Braxton, Susan   2005  Eeewww! My patron tried to pick me up  American Libraries   36 4 30 -    Full 
112Breeding, Marshall   2001  Providing virtual reference service  Information Today   18 4 42 - 43   Full 
113Breidenbaugh, Andrew   2006  Budget planning and performance measures for virtual reference services  The Reference Librarian   46 95 113 - 124   Full 
2656Breitbach, William   2012  Your guide to Meebo options: Virtual reference summer meltdown and fall shakeout  Computers in Libraries   32 8 19 - 23   Full 
1106Breitbach, William,
Demars, J. Michael  
 2009  Enhancing Virtual Reference: Techniques and Technologies to Engage Users and Enrich Interaction  Internet Reference Services Quarterly   14 3 82 - 91   Full 
1168Breitbach, William,
Mallard, Mallard,
Sage, Robert  
 2009  Using Meebo's embedded IM for academic reference services: A case study  Reference Services Review   37 1 83 - 98   Full 
114Brewer, Allen,
Ding, Wei,
Hahn, Karla,
Kimlodi, Anita  
 1996  The role of intermediary services in emerging virtual libraries       29 - 35 Link  Full 
115Breznay, Ann Marie,
Haas, Leslie M.  
 2003  A checklist for starting and operating a digital reference desk  The Reference Librarian   38 79/80 101 - 112   Full 
116Bridges, Karl   2001  Why traditional librarianship matters  American Libraries   32 10 52 - 54   Full 
117Brigell, Bruce   2008  Re-thinking "virtual" reference  Illinois Library Association Reporter   26 4 12 - 13   Full 
118Bristow, Ann   1992  Academic reference service over electronic mail  College & Research Libraries News   53 10 631 - 632 Link  Full 
119Bristow, Ann,
Buechley, Mary  
 1995  Academic reference service over e-mail: An update  College & Research Libraries News   56 7 459 - 462 Link  Full 
120Bristow, Ann,
Liu, Jian  
 2001  Academic reference service in the Web environment        -    Full 
121Bristow, Ann,
Liu, Jian  
 2001  Ask a librarian email account libref@indiana.edu Analysis for September 1999        -    Full 
122Bromberg, Peter   2003  Managing a statewide virtual reference service: How Q and A NJ works  Computers in Libraries   23 4 26 - 31   Full 
2675Brooks, Marvie,
Zubarev, Mark  
 2012  Another lane on the information highway? A case study of experimenting with text message reference  Reference Librarian   53 2 170 - 181   Full 
124Broughton, Kelly M.   2003  Usage and user analysis of a real-time digital reference service  The Reference Librarian   38 79/80 183 - 200   Full 
123Broughton, Kelly   2001  Our experiment in online, real-time reference  Computers in Libraries   21 4 26 - 31   Full 
125Broughton, Kelly,
Hunker, Stephanie Dennis,
Singer, Carol A.  
 2001  Why use web contact center software for digital reference?  Internet Reference Services Quarterly   6 2 1 - 12   Full 
2562Brown, Peter   2011  Online reference takes off  Public Library Journal   26 1 11 - 13   Full 
126Brown, Elizabeth,
Maximiek, Sarah,
Rushton, Erin E.  
 2006  Connecting to students: launching instant messaging reference at Binghamton University  College & Undergraduate Libraries   13 4 31 - 42   Full 
127Bry, Lynn   2000  Simple and sophisticated methods for processing large volumes of question and answer information through the world wide web       111 - 123   Full 
128Bry, Lynn   1997  Setting up an Ask-an-Expert service        -    Full 
129Buck, Carolyn   1999  Electronic mail reference services. Student project. (LIBR 500 - Foundations of Information Technology). School of Library Archival and Information Scieince, Univeristy of British Columbia.        -    Full 
1093Buckland, Amy,
Godfrey, Krista  
 2010  Save the Time of The Avatar: Canadian Academic Libraries Using Chat Reference in Multi-User Virtual Environments  The Reference Librarian   51 1 12 - 30   Full 
2752Buckland, Michael K   2008  Reference library service in the digital environment  Library & Information Science Research   30 2 81 - 85   Full 
130Buckley, Chad E.   2006  Golden rule reference: face-to-face and virtual  The Reference Librarian   45 93 129 - 136   Full 
1158Buczynski, James A.   2008  Libraries begin to engage their menacing mobile phone hordes without shhhhh!  Internet Reference Services Quarterly   13 2 261 - 269   Full 
131Bullard, Kristen A.   2003  Virtual reference service evaluation: An application of unobtrusive research methods and the Virtual Reference Desk’s Facets of Quality for Digital Reference Service        -    Full 
2709Burek Pierce, Jennifer   2002  Digital discomfort? "Get over it," says McClure  American Libraries   33 5 45 -    Full 
1209Burger, Amy,
Park, Jung-ran,
Li, Guisu  
 2010  Application of reference guidelines for assessing the quality of the Internet Public Library's virtual reference services  Internet Reference Service Quarterly   15 4 209 - 226   Full 
2731Burich, Nancy J,
Devlin, Frances A.  
 2004  Hawkhelp: From chat reference to a student services portal  Interent Reference Services Quarterly   9 3/4 81 - 98   Full 
1095Burroughs, Jennie M.   2009  What Users Want: Assessing Government Information Preferences to Drive Information Services  Government Information Quarterly   26 1 203 - 218   Full 
132Bush, Vannevar   1945  As we may think  The Atlantic Monthly     107 - 108   Full 
133Bushallow-Wilbur, Lara,
DeVinney, Gemma,
Whitcomb, Fritz  
 1996  Electronic mail reference service: A study  RQ   35 3 359 - 371   Full 
134Butler, Brett   2001  KnowledgeBit: A database format for reference version 2.0       176 - 184   Full 
2834Cabniss   2015  An Assesment of University of Washington\'s Chat Services  Public Library Quarterly   34 1 85 - 96   Full 
2854Cabniss   2015  An Assesment of University of Washington\'s Chat Services  Public Library Quarterly   34 1 85 - 96   Full 
2879Cabniss   2015  An Assesment of University of Washington\'s Chat Services  Public Library Quarterly   34 1 85 - 96   Full 
2915Cabniss   2015  An Assesment of University of Washington\'s Chat Services  Public Library Quarterly   34 1 85 - 96   Full 
2953Cabniss   2015  An Assesment of University of Washington\'s Chat Services  Public Library Quarterly   34 1 85 - 96   Full 
2992Cabniss   2015  An Assesment of University of Washington\'s Chat Services  Public Library Quarterly   34 1 85 - 96   Full 
3032Cabniss   2015  An Assesment of University of Washington\'s Chat Services  Public Library Quarterly   34 1 85 - 96   Full 
135Cairns, Virginia,
Simmons, Beverly  
 2007  E-mail is so five minutes ago: Implementing IM reference at UTC Lupton  Tennessee Libraries   57 1 1 - 7   Full 
136Calishain, Tara   2002  New Google answers service raises a few questions of its own  Information Today   19 6 50 - 51   Full 
137Calishain, Tara   2002  Yahoo! service offers more advice than expertise  Information Today   19 6 51 -    Full 
138Calzonetti, Jo Ann,
deChambeau, Aimee  
 2003  Virtual reference: A telecommuting opportunity?  Information Outlook   7 10 34 - 39   Full 
2537Campbell, Lisa   2012  LibAnswers: Improving asynchronous service       321 - 331   Full 
139Campbell, Jerry D.   2000  Clinging to traditional reference services  Reference & User Services Quarterly   39 3 223 - 227   Full 
140Campbell, Kathy A.,
Jones, Marie F.,
Shuttle, Jerry  
 2002  Chat reference: One university's experience  The Reference Librarian   38 79/80 297 - 309   Full 
141Campbell, Nicole   2003  Virtual reference demonstrations in Washington  Alki   19 2 15 - 16   Full 
142Cannon, Angela   2005  Digital reference in Slavic and East European studies with an examination of practice at the University of Illinois and the Library of Congress  Slavic & East European Information Resources   6 2 183 - 217   Full 
143Cannon, Nancy   2002  Yahoo! Do you Google? Virtual reference overview  The Reference Librarian   37 77 31 - 37   Full 
144Cao, Dongmei   2004  Chat Right Now, Email Forever: Virtual Reference Service in USF Tampa Campus Library        -    Full 
145Carbonell, Jamie   1996  Digital librarians: Beyond the digital book stack  IEEE Expert Magazine   11 3 11 - 13   Full 
146Cardina, Christen,
Wicks, Donald  
 2004  The changing roles of academic reference librarians over a ten-year period  Reference & User Services Quarterly   44 2 133 - 142   Full 
147Cargill, Jennifer S.   1992  The electronic reference desk: Reference service in an electronic world  Library Administration & Management   6  82 - 85   Full 
148Carlson, Scott   2005  The Net Generation in the classroom  Chronicle of Higher Education   52 7 A34 - A37   Full 
149Carlson, Scott   2002  New service allows public to pose reference questions without visiting the library  Chronicle of Higher Education    5/31/2002  -  Link  Full 
150Carpenter, Cathy,
Renfro, Crystal  
 2007  Twelve years of online reference services at Georgia Tech: where we have been and where we are going  Georgia Library Quarterly   44 2 6 - 9   Full 
1172Carr, Allison,
Ly, Pearl  
 2009  "More than words": Screencasting as a reference tool  Reference Services Review   37 4 408 - 420   Full 
151Carroll, Holly,
Leszcz, Brian,
Pool, Kristen,
Strobel, Tracy  
 2007  KnowItNow  Public Libraries   46 1 45 - 53   Full 
2810Carter, Sunshine,
Ambrosi, Thomas  
 2011  How to build a desk statistics in less than an hour using forms in Google docs  Computers In Libraries   31 8 12 - 16   Full 
2819Carter, Sunshine,
Ambrosi, Thomas  
 2011  How to build a desk statistics in less than an hour using forms in Google docs  Computers In Libraries   31 8 12 - 16   Full 
2839Carter, Sunshine,
Ambrosi, Thomas  
 2011  How to build a desk statistics in less than an hour using forms in Google docs  Computers In Libraries   31 8 12 - 16   Full 
2864Carter, Sunshine,
Ambrosi, Thomas  
 2011  How to build a desk statistics in less than an hour using forms in Google docs  Computers In Libraries   31 8 12 - 16   Full 
2900Carter, Sunshine,
Ambrosi, Thomas  
 2011  How to build a desk statistics in less than an hour using forms in Google docs  Computers In Libraries   31 8 12 - 16   Full 
2938Carter, Sunshine,
Ambrosi, Thomas  
 2011  How to build a desk statistics in less than an hour using forms in Google docs  Computers In Libraries   31 8 12 - 16   Full 
2977Carter, Sunshine,
Ambrosi, Thomas  
 2011  How to build a desk statistics in less than an hour using forms in Google docs  Computers In Libraries   31 8 12 - 16   Full 
3017Carter, Sunshine,
Ambrosi, Thomas  
 2011  How to build a desk statistics in less than an hour using forms in Google docs  Computers In Libraries   31 8 12 - 16   Full 
152Carter, David S.   2003  Hurry up and wait: Observations and tips about the practice of chat reference  The Reference Librarian   38 79/80 113 - 120   Full 
153Carter, David S.,
Janes, Joseph  
 2000  Unobtrusive data analysis of digital reference questions and service at the Internet Public Library: An exploratory study  Library Trends   49 2 251 - 265   Full 
1213Cascio, Jamais,
Paffendorf, Jerry,
Smart, John  
   Metaverse roadmap: Pathway to the 3D web  2007      -  Link  Full 
154Casebier, Katherine D.   2006  The University of Texas at Arlington's virtual reference service: an evaluation by the reference staff  Public Services Quarterly   2 2 127 - 136   Full 
155Casey, Anne Marie   2004  A historical overview on Internet reference services for distance learners  Internet Reference Services Quarterly   9 3 5 - 18   Full 
1064Cassell, Kay Ann   2010  Meeting User's Need through New Reference Service Models       153 - 161   Full 
2861Cassidy, Erin Dorris,
Colmenares, Angela,
Martinez,  
 2014  So Text Me--Maybe  Reference & User Services Quarterly   53 4 300 - 312   Full 
2886Cassidy, Erin Dorris,
Colmenares, Angela,
Martinez,  
 2014  So Text Me--Maybe  Reference & User Services Quarterly   53 4 300 - 312   Full 
2922Cassidy, Erin Dorris,
Colmenares, Angela,
Martinez,  
 2014  So Text Me--Maybe  Reference & User Services Quarterly   53 4 300 - 312   Full 
2960Cassidy, Erin Dorris,
Colmenares, Angela,
Martinez,  
 2014  So Text Me--Maybe  Reference & User Services Quarterly   53 4 300 - 312   Full 
2999Cassidy, Erin Dorris,
Colmenares, Angela,
Martinez,  
 2014  So Text Me--Maybe  Reference & User Services Quarterly   53 4 300 - 312   Full 
3039Cassidy, Erin Dorris,
Colmenares, Angela,
Martinez,  
 2014  So Text Me--Maybe  Reference & User Services Quarterly   53 4 300 - 312   Full 
2737Caufield, James   2005  Tricky devil: A humorous training techique for the chat reference environment  Electronic Library   23 4 377 - 382   Full 
156Ceterski, Joe   2007  Ask an academic librarian: the do's, don't's and doh's of Virtual Reference  Alabama Librarian   57 2 13 - 13   Full 
2534Chan, Emily K.,
Knight, Lorrie A.  
 2012  Using Libstats statistical tracking software to assess library services for strategic planning       257 - 273   Full 
157Chan, Ben   2005  24-hour reference service  Library & Information Update   4 6 24 - 26   Full 
2759Chang, Hye Rhan,
& Peterson Holland, Maurita  
 2005  User satisfaction survey of Ask-A-Question service at the public library  Internet Reference Services Quarterly   10 2 61 - 73   Full 
158Charnigo, Laurie,
Barnett-Ellis, Paula  
 2007  Checking out Facebook.com: The impact of a digital trend on academic libraries  Information Technology and Libraries   26 1 23 - 34   Full 
159Chase, Darren   2007  Transformative sharing with instant messaging, wikis, interactive maps, and flickr  Computers in Libraries   27 1 7 - 56   Full 
160Chase, Darren   2005  Papa's got a brand new (virtual) bag: real-time chat and reference discourse  Electronic Journal of Academic & Special Librarianship   6 1 1 - 1   Full 
1129Chatfield, Amy J.,
Ratajeski, Meissa A.,
Wang, John,
Bardyn, Tania p.  
 2010  Communicating with faculty, staff, and students using library blogs: Results from a survey of academic health sciences libraries  Internet Reference Services Quarterly   15 3 149 - 168   Full 
2679Cheney, Mari   2010  Virtual reference: No budget? No time? No problem!  AALL Spectrum   15 2 28 - 30   Full 
161Cheng, Rachel J.,
Nathanson, Alan J.,
MacFarlane, Heather,
Hansen, Beth,
Berger, Sika  
 2002  Collaborative digital reference in small academic liberal arts college libraries: Connecticut College, Smith College and Wesleyan University, 2001-2002  Resource Sharing & Information Networks   16 2 169 - 188   Full 
2658Chow, Anthony S.,
Baity, C. Chase,
Zamarripa, Marilyn,
Chappell, Pam,
Rachlin, David,
Vinson, Curtis  
 2012  The information needs of virtual users: A study of Second Life libraries  Library Quarterly   82 4 477 - 510   Full 
2661Chow, Anthony S.,
Croxton, Rebecca A.  
 2012  Information-seeking behavior and reference medium preferences  Reference & Users Services Quarterly   51 3 246 - 262   Full 
2831Chow, Anthony S.,
Croxton, Re  
 2014  A usability evaluation of academic virtual reference services.  College & Research Libraries   75 2 309 - 361   Full 
2851Chow, Anthony S.,
Croxton, Re  
 2014  A usability evaluation of academic virtual reference services.  College & Research Libraries   75 2 309 - 361   Full 
2876Chow, Anthony S.,
Croxton, Re  
 2014  A usability evaluation of academic virtual reference services.  College & Research Libraries   75 2 309 - 361   Full 
2912Chow, Anthony S.,
Croxton, Re  
 2014  A usability evaluation of academic virtual reference services.  College & Research Libraries   75 2 309 - 361   Full 
2950Chow, Anthony S.,
Croxton, Re  
 2014  A usability evaluation of academic virtual reference services.  College & Research Libraries   75 2 309 - 361   Full 
2989Chow, Anthony S.,
Croxton, Re  
 2014  A usability evaluation of academic virtual reference services.  College & Research Libraries   75 2 309 - 361   Full 
3029Chow, Anthony S.,
Croxton, Re  
 2014  A usability evaluation of academic virtual reference services.  College & Research Libraries   75 2 309 - 361   Full 
162Chowdhury, Gobinda G.   2002  Digital libraries and reference services: Present and future  Journal of Documentation   58 3 258 - 283   Full 
163Chowdhury, Gobinda,
Margariti, Simone  
 2004  Digital reference services: A snapshot of the current practices in Scottish libraries  Library Review   53 1 50 - 60   Full 
164Ciccone, Karen   2001  Virtual reference, today and tomorrow  Information Technology and Libraries   20 3 120 - 121   Full 
165Ciccone, Karen,
VanScoy, Amy  
 2003  Managing an established virtual reference service  Internet Reference Services Quarterly   8 1/2 95 - 105   Full 
166Cichanowicz, Edana M.   2001  Sunday Night Live!: An experiment in real time reference chat--on a shoestring budget  Charleston Advisor   2 4 49 - 51   Full 
167Cichanowicz, Edana McCaffery   2003  Live reference chat from a customer service perspective  Internet Reference Services Quarterly   8 1/2 27 - 32   Full 
168Cichanowicz, Edana McCaffery   2001  Sunday Night Live! An experiment in live reference chat  NyLink Connection   3 1 8 - 9   Full 
169Cichanowicz, Edana McCaffery,
Chen, Nan  
 2004  Planning for multilingual chat reference service in a suburban public library system  The Reference Librarian   41 85 115 - 126   Full 
170Ciocco, Ronalee,
Huff, Alice  
 2007  Mission Im-possible  Computers in Libraries   27 1 26 - 31   Full 
171Clanton, Clista C.,
Staggs, Geneva B.,
Williams, Thomas L.  
 2006  Evaluating a chat reference service at the University of South Alabama' s Baugh Biomedical Library  Public Services Quarterly   2 2 107 - 125   Full 
172Clapp, Janet,
Pfeil, Angela  
 2005  Virtually seamless  Public Libraries   44 2 95 - 100   Full 
173Clark, Diane   1997  Reference Service Via Desktop Videoconferencing. Student Project (LIS 598), School of Library and Information Management, University of Alberta        -    Full 
1177Clements, Charlotte   2009  Implementing instant messaging in four university libraries  Library Hi Tech   27 3 393 - 402   Full 
174Cloughley, Karen   2004  Digital reference services: How do the library-based services compare with the expert services?  Library Review   53 1 17 - 23   Full 
2555Clyde, Jerremie,
Lee, Jennifer  
 2011  Embedded reference to embedded librarianship: 6 years at the University of Calgary  Journal of Library Administration   51 4 389 - 402   Full 
1188Coffman, Steve   2001  So you want to do virtual reference?  Public Libraries     14 - 20   Full 
2700Coffman, Steve,
& Arret, Linda  
 2004  To chat or not to chat; Taking yet another look at virtual reference  Searcher   12 8 49 - 56   Full 
175Coffman, Steve   2003  Going Live: Starting and Running a Virtual Reference Service       182 -    Full 
176Coffman, Steve   2002  Be it resolved that reference librarians are not toast  American Libraries   33 3 51 - 54   Full 
177Coffman, Steve   2002  What's wrong with collaborative digital reference?  American Libraries   33 11 56 - 58   Full 
178Coffman, Steve   2001  Distance education and virtual reference: Where are we headed?  Computers in Libraries   21 4 20 - 25   Full 
179Coffman, Steve   2001  We'll take it from here: Further developments we'd like to see in virtual reference software  Information Technology and Libraries   20 3 149 - 153   Full 
180Coffman, Steve   1999  Reference as others do it  American Libraries   30 5 54 - 56   Full 
181Coffman, Steve,
Arret, Linda  
 2004  To chat or not to chat  Searcher   12 8 49 - 56   Full 
182Coffman, Steve,
Arret, Linda  
 2004  To chat or not to chat -- Taking another look at virtual reference  Searcher   12 7 38 - 46   Full 
183Coffman, Steve,
McGlamery, Susan  
 2000  The librarian and Mr. Jeeves  American Libraries   31 5 66 - 69   Full 
184Coffman, Steve,
Saxton, Matthew L.  
 1999  Staffing the reference desk in the largely-digital library  The Reference Librarian   31 66 141 - 163   Full 
1170Cogo, Elise   2009  Libraries demonstrate low adherence to virtual reference service guidelines  Evidence Based Library and Information Practice   4 2 152 - 154   Full 
1132Cohen, Sarah Faye,
Burkhardt, Andy  
 2010  Even an ocean away: Developing Skype-based reference for students studying abroad  Reference Services Review   38 2 264 - 273   Full 
1062Cole, Virginia   2010  Giving Users Options for Chat Referance: Effects of QuestionPoint's Instant Message Widget on Chat Traffic       71 - 80   Full 
2521Cole, Virginia,
Krkoska, Baseema B.  
 2011  Launching a text a librarian service: Cornell's preliminary experiences  Reference Librarian   52 1 3 - 8   Full 
1210Collard, Scott,
Whatley, Kara  
 2011  Virtual reference/query log pairs: A window onto user need  Reference Service Review   39 1 151 - 166   Full 
185Colvin, Gloria   2003  Florida libraries go live: A look at chat reference services  Internet Reference Services Quarterly   8 1/2 107 - 116   Full 
186Colvin, Gloria   2001  Remote, accessible, and on call: Reference librarians go live  Florida Libraries   44 1 10 - 12   Full 
2594Connaway, Lynn Silipigni,
Dickey, Timothy J.  
 2010  The digital information seeker: Report of findings from selected OCLC, RIN and JISC user behavior projects        -    Full 
2595Connaway, Lynn Silipigni,
Dickey, Timothy J.,
Radford, Marie L.  
 2011  "If it is too inconvenient I'm not going after it:" Convenience as a critical factor in information-seeking behaviors  Library & Information Science Research   33 3 179 - 190   Full 
2597Connaway, Lynn Silipigni,
Radford, Marie L.  
 2011  Seeking synchronicity: Revelations and recommendations for virtual reference        -    Full 
1138Connaway, Lynn Silipigni,
Radford, Marie L.  
 2010  Virtual reference service quality: Critical components for adults and the net-generation  Libri   60 2 165 - 180   Full 
1054Connaway, Lynn Silipigni,
Radford, Marie L.,
Williams, Jocelyn DeAngelis  
 2009  Engaging Net Gen Students in Virtual Reference: Reinventing Services to Meet Their Information Behaviors and Communication Preferences       10 - 27   Full 
187Connaway, Lynn Silipigni,
Radford, Marie L.  
 2007  The thrill of the chase in cyberspace: A report of focus groups with live chat librarians  Informed Librarian Online      -    Full 
188Connaway, Lynn Silipigni,
Radford, Marie L.,
Dickey, Timothy J.  
 2008  On the trail of the elusive non-user: what research in virtual reference environments reveals  Bulletin of the American Society for Information Science & Technology   34 2 25 - 28   Full 
189Connaway, Lynn Silipigni,
Radford, Marie L.,
Dickey, Timothy J.,
Williams, Jocelyn de Angelis,
Confer, Patrick  
 2008  Sense making and synchronicity: Information-seeking behavior behaviors of millenials and baby boomers  Libri   58 2 123 - 135   Full 
190Connor, Elizabeth   2002  Real-time reference: The use of chat technology to improve point of need assistance  Medical Reference Services Quarterly   21 4 1 - 14   Full 
191Constantine, Paul   2001  Digital reference in an academic library.        -  Link  Full 
1122Coombs, Karen   2009  Local mobile efforts abound  Library Journal   134 12 50 -    Full 
192Coon, Brad,
Wojtowicz, Richard  
 2002  Electronic reference: Trends and considerations  PNLA Quarterly   67 1 17 - 19   Full 
193Corrigan, Andy,
Diamond, Tom,
Hill, J. B.  
 2002  Electronic reference service trends among Louisiana academic libraries  Louisiana Libraries   65 1 3 - 12   Full 
2895Ct, Maryvon,
Kochkina, Svetlana,
Mawhinne  
 2016  Do You Want to Chat? Reevaluating Organization of Virtual Reference Service at an Academic Library  Reference and User Services Association (RUSA)   56 1 36 - 46   Full 
2931Ct, Maryvon,
Kochkina, Svetlana,
Mawhinne  
 2016  Do You Want to Chat? Reevaluating Organization of Virtual Reference Service at an Academic Library  Reference and User Services Association (RUSA)   56 1 36 - 46   Full 
2969Ct, Maryvon,
Kochkina, Svetlana,
Mawhinne  
 2016  Do You Want to Chat? Reevaluating Organization of Virtual Reference Service at an Academic Library  Reference and User Services Association (RUSA)   56 1 36 - 46   Full 
3008Ct, Maryvon,
Kochkina, Svetlana,
Mawhinne  
 2016  Do You Want to Chat? Reevaluating Organization of Virtual Reference Service at an Academic Library  Reference and User Services Association (RUSA)   56 1 36 - 46   Full 
3048Ct, Maryvon,
Kochkina, Svetlana,
Mawhinne  
 2016  Do You Want to Chat? Reevaluating Organization of Virtual Reference Service at an Academic Library  Reference and User Services Association (RUSA)   56 1 36 - 46   Full 
194Cotter, Rosemary,
Cunningham, David,
Fisch, Eva,
Paton, Barbara  
 2001  Applying the ASK model of reference service evaluation to virtual reference services        -    Full 
3015Coughenour, Amy D.   2017  Virtual reference in a global context: Going beyond local needs  Internet Reference Services Quarterly   22 1 55 - 62   Full 
3055Coughenour, Amy D.   2017  Virtual reference in a global context: Going beyond local needs  Internet Reference Services Quarterly   22 1 55 - 62   Full 
2803Covarrubias, Viena G.   2013  A comparison of the questions asked between the chat reference service and the e-mail reference service in an academic library  UNC Chapel Hill Theses     1 -    Full 
2605Cox, Christopher   2002  Becoming part of the course using Blackboard to extend one-shot library instruction  College & Research Library News   63 1 11 - 13   Full 
195Cox, Christopher Nelson   2006  Think before you collaborate  Charleston Advisor   7 3 51 - 52   Full 
196Crabtree, Andy,
Nichols, David M.,
O'Brien, Jon,
Twidale, Michael B.  
 1997  Talking in the library: Implications for the design of digital libraries       221 - 228   Full 
197Crawford, Gregory Alan,
White, Gary W.  
 1998  Migrating to Internet-based reference services: Issues for the smaller academic library  Internet Reference Services Quarterly   3 4 3 - 18   Full 
198Croft, Rosie,
Eichenlaub, Naomi  
 2006  E-mail reference in a distributed learning environment: best practices, user satisfaction, and the reference services continuum  Journal of Library Administration   45 1 117 - 147   Full 
1074Cummings, Lara Ursin   2007  Busting Out of the Box: Outreach to the Millennial Generation Through Student Services Program  Reference Services Review   35 2 285 - 294   Full 
199Cummings, Joel,
Cummings, Lara,
Frederiksen, Linda  
 2007  User preferences in references services: virtual reference and academic libraries  Portal: Libraries and the Academy   7 1 81 - 96   Full 
200Cunningham, Sally Jo   1998  Providing Internet reference service for the New Zealand Digital Library: Gaining insight into the user base for a digital library. Department of Computer Science, University of Waikato, New Zealand        -  Link  Full 
201Curry, Ann   2005  If I ask, will they answer?  Reference & User Services Quarterly   45 1 65 - 75   Full 
202Curtis, Donnelyn,
Greene, Araby  
 2004  A university-wide, library-based chat service  Reference Services Review   32 3 220 - 233   Full 
203Curtis, Susan Chandler,
Mann, Barbara J.  
 2002  Cooperative reference: Is there a consortium model?  Reference & User Services Quarterly   41 4 344 - 349   Full 
206D'Angelo, Barbara J.,
Maid, Barry M.  
 2000  Virtual classroom, virtual library: Library services for an online writing laboratory  Reference & User Services Quarterly   39 3 278 - 283   Full 
204Dallis, Diane,
Walters, Carolyn  
 2006  Reference services in the commons environment  Reference Services Review   34 2 248 - 260   Full 
205Dalrymple, Tam   2008  "Just-in-case" answers: The twenty-first-century vertical file  Information Technology & Libraries   27 4 25 - 28   Full 
2692Dalston, Teresa,
& Pullin, Michael  
 2008  Virutal reference on a budget: Case Studies  Library Media Connection   27 2 30 - 33   Full 
207Darries, Fatima   2004  Internet access and use in reference services in higher education institutions in South Africa  South African Journal of Library & Information Science   70 2 72 - 85   Full 
1189Daugaard, Vera   2000  Net librarian: A Danish national online information service        -    Full 
1024Daugaard, Vera,
Fogh, Morten, ,
Nielsen, Ellen  
 2006  Managing a Full-Scale, 24/7, Reference Service Consortium: Integrating Specialists from Public and Academic Libraries       133 - 153   Full 
208Daugaard, Vera   2000  Net librarian: Danish net-based information service  Scandinavian Public Library Quarterly   33 2 7 - 9   Full 
209Daugaard, Vera,
Krag, Susanne Dalsgaard  
 2003  Net Librarian.dk. A joint project  Scandinavian Public Library Quarterly   36 1 8 - 11   Full 
210Davenport, Elisabeth,
Procter, Rob,
Goldenberg, Ana  
 1997  Distributed expertise: Remote reference service on a metropolitan area network  The Electronic Library   15 4 271 - 278   Full 
211Davenport, Elisabeth,
Proctor, Rob  
 1997  The situated intermediary: Remote advice giving in a distributed reference environment        -    Full 
1076Davidson, Sara,
Mikkelsen, Susan  
 2009  Desk Bound No More: Reference Services at a New Research University Library  The Reference Librarian   50 4 346 - 355   Full 
212Davies, Margaret   2001  Creating a virtual reference library: Experiences at Suffolk libraries and Heritage  Program: Electronic library and Information systems   35 1 43 - 56   Full 
213Davis, Kate   2007  AskNow instant messaging: innovation in virtual reference  Australian Library Journal   56 2 152 - 174   Full 
214Davis, Kate   2007  Bibliotherapy  inCite   28 1 18 - 19   Full 
215Davis, Keith,
Scholfield, Sally  
 2004  "Beyond the virtual shore”: An Australian digital reference initiative with a global dimension  Library Review   53 1 61 - 65   Full 
2623De Groote, Sandra L.,
Hitchcock, Kristin,
McGowan, Richard  
 2007  Trends in reference usage statistics in an academic health sciences library  Journal of the Medical Library Association   95 1 23 - 30   Full 
216De Groote, Sandra L.   2005  Questions asked at the virtual and physical health sciences reference desk: how do they compare and what do they tell us?  Medical Reference Services Quarterly   24 2 11 - 23   Full 
217De Groote, Sandra L.,
Dorsch, J. L.,
Collard, Scott,
Scherrer, Carol  
 2005  Quantifying cooperation: collaborative digital reference service in the large academic library  College & Research Libraries   66 5 436 - 454   Full 
218DeCandido, GraceAnne   2001  E-reference: Closing in on 24/7        -    Full 
219Dee, Cheryl R.   2005  Digital reference service: Trends in academic health science libraries  Medical Reference Services Quarterly   24 1 19 - 27   Full 
220Dee, Cheryl R.   2003  Chat reference service in medical libraries: Part 1- An introduction  Medical Reference Services Quarterly   22 2 1 - 13   Full 
221Dee, Cheryl R.   2003  Chat reference service in medical libraries: Part 2- Trends in medical school libraries  Medical Reference Services Quarterly   22 2 15 - 28   Full 
222Dee, Cheryl R.,
Wellik, Kay E.  
 2001  Current environment of hospital library reference: Part 2- trends for the future of reference  Medical Reference Services Quarterly   20 1 69 - 78   Full 
223Dee, Cheryl,
Allen, Maryellen  
 2006  A survey of the usability of digital reference services on academic health science library web sites  The Journal of Academic Librarianship   32 1 69 - 78   Full 
224Deegan, Eileen   2001  Conducting the reference interview by e-mail and the intranet        -  Link  Full 
2645DeFebbo, Dana M.,
Mihlrad, Leigh,
Strong, Marcy A.  
 2009  Microblogging for medical libraries and librarians  Journal of Electronic Resources in Medical Libraries   6 3 211 - 223   Full 
225DeHart, David L.,
Viles, Ann  
 2007  Virtual reference service in southeastern academic libraries: a study of availability  The Southeastern Librarian   55 1 36 - 40   Full 
3056Dempsey,   2016  "Are you a computer?" Opening exchanges in virtual reference shape the potential for teaching  College and Research Libraries   77 4 455 - 468   Full 
2687Dennison, Karen,
Sanders, Mark M.,
Sims, Melanie E.  
 2005  M3-marketing, manpower and measurement: Virtual reference service at LSU libraries  Louisiana Libraries   67 4 23 - 27   Full 
226Dent, Valeda Frances   2000  Technology provides innovative reference services at University of Michigan libraries  Research Strategies   17 2-3 187 - 193   Full 
227Desai, Christina M.   2003  Instant messaging reference: How does it compare?  The Electronic Library   21 1 21 - 30   Full 
228Desai, Christina M.,
Graves, Stephanie J.  
 2008  Cyberspace or face-to-face: The teachable moment and changing reference mediums  Reference & User Services Quarterly   47 3 242 - 255   Full 
229Desai, Christina M.,
Graves, Stephanie J.  
 2006  Instruction via instant messaging reference: what's happening?  The Electronic Library   24 2 174 - 189   Full 
2716Devine, Christopher,
Bounds Paladino, Emily ,
& Davis, John A  
 2011  Chat reference training after one decade: The results of a national survey of academic libraries  Journal of Academic Librarianship   37 3 197 - 206   Full 
230Devine, Sean,
Woods, Daniel  
 1996  Internet-based reference services and community libraries. A need for new models and strategies  The Electronic Library   14 4 299 - 302   Full 
2688Devlin, Frances A.,
Burich, Nancy J.,
Stockham, Marica G.  
 2006  Getting beyond institutional cultures: When rivals collaborate  Journal of Library Administration   42 1/2 149 - 168   Full 
2827Devllin, F.,
L. Currie,
J.  
 2008  Successful approaches to teaching through chat  New World Libraries    109 223 - 234   Full 
2847Devllin, F.,
L. Currie,
J.  
 2008  Successful approaches to teaching through chat  New World Libraries    109 223 - 234   Full 
2872Devllin, F.,
L. Currie,
J.  
 2008  Successful approaches to teaching through chat  New World Libraries    109 223 - 234   Full 
2908Devllin, F.,
L. Currie,
J.  
 2008  Successful approaches to teaching through chat  New World Libraries    109 223 - 234   Full 
2946Devllin, F.,
L. Currie,
J.  
 2008  Successful approaches to teaching through chat  New World Libraries    109 223 - 234   Full 
2985Devllin, F.,
L. Currie,
J.  
 2008  Successful approaches to teaching through chat  New World Libraries    109 223 - 234   Full 
3025Devllin, F.,
L. Currie,
J.  
 2008  Successful approaches to teaching through chat  New World Libraries    109 223 - 234   Full 
1078DeVoe, Kristina M.   2009  Constructing Who We Are Online: One Word, One Friend at a Time  The Reference Librarian   50 4 419 - 421   Full 
2739DeVoe, Kristina M.   2008  Chat widgets: Placing your virtual reference services at your user's point(s) of need  Reference Librarian   49 1 99 - 101   Full 
231Diamond, Wendy,
Pease, Barbara  
 2001  Digital reference: A case study of question types in an academic library  Reference Services Review   29 3 210 - 218   Full 
232Dilevko, Juris   2001  An ideological analysis of digital reference service models  Library Trends   50 2 218 - 244   Full 
233Doan, Tomalee,
Ferry, Kristine  
 2006  Instant messaging (IM): Providing services and enhancing communication  Journal of Business & Finance Librarianship   12 2 17 - 22   Full 
234Doherty, John J.   2008  Facilitating Interaction: A Case Study of the Role of the Reference Librarian in Online Learning Environments        -    Full 
1148Dollah, Kadir Wan Wan Ab.,
Singh, Diljit  
 2010  Determining the effectiveness of digital reference services in Malaysian academic libraries  Reference Librarian   51 4 329 - 354   Full 
2792Dougan, Kirstin   2013  Delivering and assessing music reference services  The Reference Librarian   54 1 38 - 54   Full 
2797Dougan, Kirstin   2013  Delivering and assessing music reference services  The Reference Librarian   54 1 38 - 54   Full 
235Dougherty, Richard M.   2002  Reference around the clock: Is it in your future?  American Libraries   33 5 44 - 46   Full 
1178Dourdi, Fariborz,
Farhoodi, Fa'ezeh  
 2009  The impact of virtual reality technology on library and information activities and process. [Transliterated title not available]  Faslname-Ye Ketab/Library and Information Studies   19 4 109 - 124   Full 
236Draper, Anne,
Borchardt, Karen  
 2001  Cybrarians providing new directions in a digital environment: virtual reference services at the University of Queensland        -    Full 
3057Dubnjakovic, Ana   2012  Electronic resources expenditure and the decline in reference transaction statistics in academic libraries  Journal of Academic Librarianship   38 2 94 - 100   Full 
237Duff, Wendy M.,
Johnson, Catherine A.  
 2001  A virtual expression of need: An analysis of e-mail reference questions  The American Archivist   64 1 43 - 60   Full 
238Duggan, James E.   2001  The new reference librarian: Using technology to deliver reference services  Legal Reference Services Quarterly   19 3/4 195 - 202   Full 
2559Duncan, Vicky,
Gerrard, Angie  
 2011  All together now! Integrating virtual reference in the academic library  Reference & User Services Quarterly   50 3 280 - 292   Full 
239Duncan, Vicky,
Fichter, Darlene M.  
 2004  What words and where? Applying usability testing techniques to name a new live reference service  Journal of the Medical Library Association   92 2 218 - 225   Full 
240Dunn, Kathleen,
Morgan, Ann  
 2002  Going where the students are: Live/Web reference at Cal Poly Pomona  The Reference Librarian   38 79/80 201 - 213   Full 
241Dysart, Jane I.,
Jones, Rebecca J.  
 1995  Tools for the future: Recreating or `renovating' information services using new technologies  Computers in Libraries   15 1 16 - 19   Full 
1097Eakin, Lori,
Pomerantz, Jeffrey  
 2009  Virtual Reference, Real Money: Modeling Costs in Virtual Reference Services  Portal   9 1 133 - 164   Full 
1025Early, Charles,
Japzon, Andrea,
Endres, Sarah  
 2006  Creating a Knowlege Base: Analyzing a Veteran Reference Librarian's Brain       155 - 167   Full 
242Eichler, Linda,
Halperin, Michael  
 2000  Live Person: Keeping reference alive and kicking  EContent   23 3 63 - 66   Full 
243Eik, Solveig   2003  Hi, what can I do for you?  Scandinavian Public Library Quarterly   36 1 4 - 7   Full 
244Elias, Tana,
Morrill, Stef  
 2003  Our virtual reference training camp  Computers in Libraries   23 4 10 - 12, 70-72   Full 
245Ellis, Lisa A.   2004  Approaches to teaching through digital reference  Reference Services Review   32 2 103 - 119   Full 
246Ellis, Lisa,
Francoeur, Stephen  
 2001  Applying information competency to digital reference        -    Full 
247Engle, M. O.   1996  Using World Wide Web software for reference and instruction  Internet Reference Services Quarterly   1 2 7 - 15   Full 
2828Epperson, T.W.,
 2008  reports, requests, and recipient design: The management of patron queries online reference chats  Journal of the American Society for Information Science & Technology   59 14 2268 - 2283   Full 
2848Epperson, T.W.,
 2008  reports, requests, and recipient design: The management of patron queries online reference chats  Journal of the American Society for Information Science & Technology   59 14 2268 - 2283   Full 
2873Epperson, T.W.,
 2008  reports, requests, and recipient design: The management of patron queries online reference chats  Journal of the American Society for Information Science & Technology   59 14 2268 - 2283   Full 
2909Epperson, T.W.,
 2008  reports, requests, and recipient design: The management of patron queries online reference chats  Journal of the American Society for Information Science & Technology   59 14 2268 - 2283   Full 
2947Epperson, T.W.,
 2008  reports, requests, and recipient design: The management of patron queries online reference chats  Journal of the American Society for Information Science & Technology   59 14 2268 - 2283   Full 
2986Epperson, T.W.,
 2008  reports, requests, and recipient design: The management of patron queries online reference chats  Journal of the American Society for Information Science & Technology   59 14 2268 - 2283   Full 
3026Epperson, T.W.,
 2008  reports, requests, and recipient design: The management of patron queries online reference chats  Journal of the American Society for Information Science & Technology   59 14 2268 - 2283   Full 
248Ercegovac, Zorana   2001  Collabrative e-reference: A research agenda        -    Full 
249Erdman, Jacquelyn   2007  Reference in a 3-D virtual world: Preliminary observations on library outreach in "second life"  The Reference Librarian   47 98 29 - 39   Full 
250Eustace, Ken   1995  Going my way? Beyond the WEB and the MOO in the library        -    Full 
2566Evans, Gwen   2011  LibAnswers  The Charleston Advisor   12 4 42 - 45   Full 
1065Evans, Lorrie,
McHale, Nina,
Sobel, Karen  
 2010  Apples and Oranges: Creating Hybrid Virtual Reference Service with Proprietary Chat Reference Software and Free Instant Messaging Services       163 - 174   Full 
251Evans, Beth   2006  Your space or MySpace?  Library Journal   131  8 - 12   Full 
252Fagan, Jody Condit,
Calloway, Michele  
 2001  Creating an instant messaging reference system  Information Technology and Libraries   20 4 202 - 212   Full 
254Fagan, Jody Condit,
Desai, Christina M.  
 2003  Communication strategies for instant messaging and chat reference services  The Reference Librarian   38 79/80 121 - 155   Full 
253Fagan, Jody Condit,
Desai, Christina  
 2003  Site search and instant messaging reference: A comparative study  Internet Reference Services Quarterly   8 1/2 167 - 182   Full 
255Fairbairn, Linden,
Arndell, Michael,
Crosbie, Philippa,
Hayes, Jen,
Murray-Smith, Susan,
Sussman, Alexander,
Turner, Alison  
 2003  Virtual reference library wide service. Recommendations for implementation        -  Link  Full 
3058Fan, Suhua C.,
Fought, Rick L.,
Gahn,  
 2017  Adding a feature: Can a pop-up chat box enhance virtual reference services?  Medical Reference Services Quarterly   36 3 220 - 228   Full 
3059Fan, Suhua C.,
Welch, Jen  
 2016  Content analysis of virtual reference data: Reshaping library website design  Medical Reference Services Quarterly   35 3 294 - 304   Full 
256Farha, Aida   2001  End-user training in a virtual medical library setting – A case study of an academic medical library in Lebanon  Library Management   22 8/9 351 - 356   Full 
257Farmer, Lesley S.   2005  Virtual reference service for K-12 students  Knowledge Quest   33 3 22 - 24   Full 
258Farmer, Lesley S.   2003  Electronic reference service: A teen's eye view  Knowledge Quest   32 1 22 - 23   Full 
3060Farrell, Bridget,
Leousis  
 2017  Integrated reference la carte: Evaluating, selecting, and implementing the best features for your library  Journal of Library Administration   57 4 548 - 562   Full 
259Feeney, Ann   1993  Internet applications: Stumpers-L  Computers in Libraries   5 13 40 - 42   Full 
260Feldman, Susan   2000  The answer machine  Searcher   8 1 58 - 61, 64-78   Full 
261Fennewald, Joseph   2006  Same questions, different venue: An analysis of in-person and online questions  The Reference Librarian   46 95 20 - 35   Full 
263Ferguson, Chris D.,
Bunge, Charles A.  
 1997  The shape of services to come: Values-based reference service for the largely digital library  College & Research Libraries   58 3 252 - 265   Full 
262Ferguson, Chris   2000  "Shaking the conceptual foundations," too: Integrating research and technology support for the next generation of information service  College & Research Libraries   61 4 300 - 311   Full 
264Ferguson, Jessame,
Fowler, Joel,
Hanley, Marilyn,
Schafer, Jay  
 2003  Building a digital library in support of distance learning  Journal of Library Administration   37 3/4 317 - 331   Full 
265Fernandez, Joe   2004  Facing live reference  Online   28 3 37 - 40   Full 
266Fernandez, Joe   2003  Australian virtual libraries for Crocodile Dundee and the Sheilas  Online   27 2 27 - 30   Full 
267Fiander, Michelle   2002  Virtual reference: A letter from North America  Cultivate Interactive   11 6  -    Full 
268Filby, A. M. Iliana   1996  Proposal for implementing multi-user database (MUD) technology in an academic library  Internet Reference Services Quarterly   2 1 75 - 95   Full 
269Fishman, Diane L.   1998  Managing the virtual reference desk: How to plan an effective e-mail reference system.  Medical Reference Services Quarterly   1 17 1 - 10   Full 
270Florida Distance Learning Reference & Referral Center   2000  Real time reference using chat        -    Full 
271Fogg, Anita   1999  The University of Ballarat's development of an electronic reference form.        -    Full 
272Foley, Marianne   2002  Instant messaging reference in an academic library: A case study  College & Research Libraries   63 1 36 - 45   Full 
273Folger, Kathleen M.   1997  The virtual librarian: Using desktop videoconferencing to provide interactive reference assistance        -    Full 
274Ford, Charlotte Elizabeth   2003  An exploratory study of the differences between face-to-face and computer-mediated reference interactions       302 - 322   Full 
275Foster, Janet B.   1999  Web reference: A virtual reality  Public Libraries   38 2 94 - 95   Full 
2785Francoeur, Stephen   2013  Reference back talk: Testing, testing: Virtual reference UX  Library Journal   138 10 142 -    Full 
276Francoeur, Stephen   2001  An analytical survey of chat reference services  Reference Services Review   29 3 189 - 203   Full 
995Francouer, Stephen   2008  The IM Cometh: The Future of Chat Reference       65 - 80   Full 
998Francouer, Stephen   2008  The IM Cometh: The Future of Chat Reference       65 - 80   Full 
277Frank, Donald G.,
Calhoun, Katharine L.,
Henson, Bruce,
Madden, M. Leslie,
Raschke, Gregory K.  
 1999  The changing nature of reference and information services: Predictions and realities  Reference & User Services Quarterly   39 2 151 - 157   Full 
278Frank, Ilene B.   1998  E-mail reference service at the University of South Florida: A well-kept secret  Art Documentation   17 1 8 - 9   Full 
279Franks, Jeffrey A.,
Tosko, Michael P.  
 2007  Reference librarians speak for users: A learning commons concept that meets the needs of a diverse student body  The Reference Librarian   47 97 105 - 118   Full 
1030Frederiksen, Linda,
Cummings, Joel,
Ursin, Lara  
 2004  User Perceptions and Virtual Reference Services       43 - 61   Full 
280Fricke, Martin,
Fallis, Don  
 2004  Indicators of accuracy for answers to ready reference questions on the Internet  Journal of the American Society for Information Science and Technology   55 3 238 - 245   Full 
281Fritch, John W.,
Mandernack, Scott B.  
 2001  The emerging reference paradigm: A vision of reference services in a complex information environment  Library Trends   50 2 286 - 305   Full 
2894Fuller, Kate ,
Dryden  
 2015  Chat reference analysis to determine accuracy and staffing needs at one academic library  Internet Reference Services Quarterly   20 3-4 163 - 181   Full 
2930Fuller, Kate ,
Dryden  
 2015  Chat reference analysis to determine accuracy and staffing needs at one academic library  Internet Reference Services Quarterly   20 3-4 163 - 181   Full 
2968Fuller, Kate ,
Dryden  
 2015  Chat reference analysis to determine accuracy and staffing needs at one academic library  Internet Reference Services Quarterly   20 3-4 163 - 181   Full 
3007Fuller, Kate ,
Dryden  
 2015  Chat reference analysis to determine accuracy and staffing needs at one academic library  Internet Reference Services Quarterly   20 3-4 163 - 181   Full 
3047Fuller, Kate ,
Dryden  
 2015  Chat reference analysis to determine accuracy and staffing needs at one academic library  Internet Reference Services Quarterly   20 3-4 163 - 181   Full 
282Fullerton, Vera   2001  E-mail reference: Refocus and revise. Experiences from Gelman Library.        -    Full 
283Furlan, Wendy   2007  Virtual racism rears its head: Uncovering librarian bias in e-mail reference services  Evidence Based Library and Information Practice   2 2 97 - 100   Full 
2763Gabarek Roper, Kristin,
Sobel, Karen  
 2012  Anonymity versus perceived patron identity in virtual reference transcripts  Public Service Quarterly   8 4 297 - 315   Full 
284Gainor, Larry,
Foster, Erin  
 1993  Usenet and the library  Reference Services Review   21 3 7 - 22 Link  Full 
1100Ganguly, Shantanu   2009  Gyanoday Portal: A Virtual Reference Point for Management Knowledge Repository  DESIDOC Journal of Library & Information Technology   29 2 31 - 38   Full 
285Gardner, Melanie A.,
Devries, JoAnn,
Kaag, Cindy  
 2000  How many trees in a forest: Creating digital reference services in agriculture        -    Full 
1094Garlish, Besty Harper   2009  Doing Virtual Reference Along With Everything Else  Computers in Libraries   29 1 8, 10, 30 - 31   Full 
286Garnsey, Beth A.,
Powell, Ronald R.  
 2000  Electronic mail reference services in the public library  Reference & User Services Quarterly   39 3 245 - 254   Full 
2812Garrison, J. S.   2010  Making reference service count: Collecting and using reference service statistics to make a difference  Reference Librarian   51 3 202 - 211   Full 
2821Garrison, J. S.   2010  Making reference service count: Collecting and using reference service statistics to make a difference  Reference Librarian   51 3 202 - 211   Full 
2841Garrison, J. S.   2010  Making reference service count: Collecting and using reference service statistics to make a difference  Reference Librarian   51 3 202 - 211   Full 
2866Garrison, J. S.   2010  Making reference service count: Collecting and using reference service statistics to make a difference  Reference Librarian   51 3 202 - 211   Full 
2902Garrison, J. S.   2010  Making reference service count: Collecting and using reference service statistics to make a difference  Reference Librarian   51 3 202 - 211   Full 
2940Garrison, J. S.   2010  Making reference service count: Collecting and using reference service statistics to make a difference  Reference Librarian   51 3 202 - 211   Full 
2979Garrison, J. S.   2010  Making reference service count: Collecting and using reference service statistics to make a difference  Reference Librarian   51 3 202 - 211   Full 
3019Garrison, J. S.   2010  Making reference service count: Collecting and using reference service statistics to make a difference  Reference Librarian   51 3 202 - 211   Full 
2634Garrison, Judith S.   2010  Making reference service count: Collecting and using reference service statistics to make a difference  The Reference Librarian   51 3 202 - 211   Full 
287Garton, Laura E.,
Wellman, Barry  
 1993  Social impacts of electronic mail in organizations: A review of the research literature     KMDI-HP-91-93   -    Full 
288Garton, Megan   2007  CUOL: See you online: How to start instant message at your library  AALL Spectrum   11 5 8 - 9   Full 
289Gauder, Brad   2003  Bringing virtual reference to library usrs in Canada  OCLC Newsletter   261   -    Full 
290Gaudet, Franceen,
Dinberg, Donna  
 2003  Virtual reference Canada  Feliciter   49 2 82 - 84   Full 
2801Gaybill, Jolie Ogg,
Bicknell-Holmes, Tracy  
 2013  Location, Location, Location: The impact of IM widget placement  College & Undergraduate Libraries   20 1 72 - 86   Full 
17Gessesse, Kebede   1997  Re-examining the role of the public services librarian in the new Information Age  Library Review   46 2 90 - 98 Link  Full 
1086Ghasri, Atefeh Noorizadeh,
Dehghani, Mozhdeh  
 2009  Chat Reference: Training and Competencies for Librarians  Library Philosophy and Practice     1 - 7   Full 
988Ghasri, Atefeh Noorizadeh,
Dehghani, Mozhdeh  
 2009  Chat reference: Training and competencies for librarians  Library Philosophy & Practice   11 1 1 - 7 Link  Full 
292Giannini, Tula   1999  Rethinking the reference interview--From interpersonal communication to online informational process     36  373 - 380   Full 
293Gilbert, Lauren Miranda,
Liu, Mengxiong,
Matoush, Toby,
Whitlatch, Jo Bell  
 2006  Assessing digital reference and online instructional services in an integrated public/university library  The Reference Librarian   46 95 149 - 172   Full 
2660Giovanna, Badia   2012  Email reference transactions reveal unique patterns about end-user information seeking behaviour and librarians' responses in academic and public libraries outside U.S. and Canada  Evidence Based Library & Information Practice   7 1 110 - 112   Full 
294Glace, John,
Kern, Kathleen,
Morse, Lori,
Rice, Janice,
Ronan, Jana,
Sloan, Bernie,
Stacy-Bates, Kristine  
 2004  American Library Association. Reference and User Services Association. MARS Digital REference Guidelines Ad Hoc Committee. Guidelines for Implementing and Maintaining Virtual Reference Services.        -    Full 
1164Glassman, Nancy R.,
Habousha, Racheline G.,
Minuti, Aurelia,
Schwartz, Rachel,
Sorensen, Karen  
 2009  Let me show you how it's done! Desktop sharing for distance learning from the D. Samuel Gottesman Library  Medical Reference Services Quarterly   28 4 297 - 308   Full 
295Gleadhill, D.   1997  Electronic enquiry desk: Does the nerd have the answer?  Library Technology   2 2 35 - 36   Full 
2829Goda, D.,
C  
 2008  frequency and content of chat questions by time of semester at the University of Central Florida: Implications for Training, staffing and marketing  Public Services Quarterly   4 4 291 - 316   Full 
2849Goda, D.,
C  
 2008  frequency and content of chat questions by time of semester at the University of Central Florida: Implications for Training, staffing and marketing  Public Services Quarterly   4 4 291 - 316   Full 
2874Goda, D.,
C  
 2008  frequency and content of chat questions by time of semester at the University of Central Florida: Implications for Training, staffing and marketing  Public Services Quarterly   4 4 291 - 316   Full 
2910Goda, D.,
C  
 2008  frequency and content of chat questions by time of semester at the University of Central Florida: Implications for Training, staffing and marketing  Public Services Quarterly   4 4 291 - 316   Full 
2948Goda, D.,
C  
 2008  frequency and content of chat questions by time of semester at the University of Central Florida: Implications for Training, staffing and marketing  Public Services Quarterly   4 4 291 - 316   Full 
2987Goda, D.,
C  
 2008  frequency and content of chat questions by time of semester at the University of Central Florida: Implications for Training, staffing and marketing  Public Services Quarterly   4 4 291 - 316   Full 
3027Goda, D.,
C  
 2008  frequency and content of chat questions by time of semester at the University of Central Florida: Implications for Training, staffing and marketing  Public Services Quarterly   4 4 291 - 316   Full 
2891Godbout, Chrissa,
Oelker, Sarah K.,
Stettner, Mary C.,  
 2015  A novel public question-and-answer board  College & Research Libraries News   76 5 274 - 277 Link  Full 
2927Godbout, Chrissa,
Oelker, Sarah K.,
Stettner, Mary C.,  
 2015  A novel public question-and-answer board  College & Research Libraries News   76 5 274 - 277 Link  Full 
2965Godbout, Chrissa,
Oelker, Sarah K.,
Stettner, Mary C.,  
 2015  A novel public question-and-answer board  College & Research Libraries News   76 5 274 - 277 Link  Full 
3004Godbout, Chrissa,
Oelker, Sarah K.,
Stettner, Mary C.,  
 2015  A novel public question-and-answer board  College & Research Libraries News   76 5 274 - 277 Link  Full 
3044Godbout, Chrissa,
Oelker, Sarah K.,
Stettner, Mary C.,  
 2015  A novel public question-and-answer board  College & Research Libraries News   76 5 274 - 277 Link  Full 
2683Godfrey, Krista   2008  A new world for virtual reference  Library Hi Tech   26 4 525 - 539   Full 
296Goetsch, Lori,
Sowers, Laura,
Todd, Cynthia  
 1999  Electronic reference service     SPEC Kit 251   -    Full 
1185Gonzlez Fernandez-Villavicencio, Nieves   2010  Helping students become literate in a digital, networking-based society: A literature review and discussion  International Information & Library Review   42 2 124 - 136   Full 
297Goodrum, Abby   2003  Collaboration between digital museums and digital libraries  D-Lib Magazine   2 9  -    Full 
2813Gossett, J.,
Stephan, E.,
Marrall, R.  
 2012  Implementing reference statistics collection software at multiple library service points  New Library World   113 5/6 235 - 248   Full 
2822Gossett, J.,
Stephan, E.,
Marrall, R.  
 2012  Implementing reference statistics collection software at multiple library service points  New Library World   113 5/6 235 - 248   Full 
2842Gossett, J.,
Stephan, E.,
Marrall, R.  
 2012  Implementing reference statistics collection software at multiple library service points  New Library World   113 5/6 235 - 248   Full 
2867Gossett, J.,
Stephan, E.,
Marrall, R.  
 2012  Implementing reference statistics collection software at multiple library service points  New Library World   113 5/6 235 - 248   Full 
2903Gossett, J.,
Stephan, E.,
Marrall, R.  
 2012  Implementing reference statistics collection software at multiple library service points  New Library World   113 5/6 235 - 248   Full 
2941Gossett, J.,
Stephan, E.,
Marrall, R.  
 2012  Implementing reference statistics collection software at multiple library service points  New Library World   113 5/6 235 - 248   Full 
2980Gossett, J.,
Stephan, E.,
Marrall, R.  
 2012  Implementing reference statistics collection software at multiple library service points  New Library World   113 5/6 235 - 248   Full 
3020Gossett, J.,
Stephan, E.,
Marrall, R.  
 2012  Implementing reference statistics collection software at multiple library service points  New Library World   113 5/6 235 - 248   Full 
2760Gottesman, Laura   2003  Why digital reference matters: Leading librarian cybercast  Library of Congress Information Bulletin   62 4 95 -    Full 
298Gottesman, L.   2002  Digital reference: Bringing the reference desk to cyberspace  Library of Congress Information Bulletin   61 3/4 56 - 59   Full 
299Gourlay, Peter   2002  The collaborative digital reference service  PNLA Quarterly   66 2 15 - 16   Full 
2888Graham, Joseph M.,
Comaros  
 2015  Alexandria - A Virtual Repository of Knowledge  Journal of Virtual Worlds Research   8 1 1 - 15   Full 
2924Graham, Joseph M.,
Comaros  
 2015  Alexandria - A Virtual Repository of Knowledge  Journal of Virtual Worlds Research   8 1 1 - 15   Full 
2962Graham, Joseph M.,
Comaros  
 2015  Alexandria - A Virtual Repository of Knowledge  Journal of Virtual Worlds Research   8 1 1 - 15   Full 
3001Graham, Joseph M.,
Comaros  
 2015  Alexandria - A Virtual Repository of Knowledge  Journal of Virtual Worlds Research   8 1 1 - 15   Full 
3041Graham, Joseph M.,
Comaros  
 2015  Alexandria - A Virtual Repository of Knowledge  Journal of Virtual Worlds Research   8 1 1 - 15   Full 
300Granfield, Diane   2002  A digital reference service for a digital library: Chat technology in a remote reference service        -    Full 
301Granfield, Diane,
Robertson, Mark  
 2008  Preference for reference: New options and choices for academic library users  Reference & User Services Quarterly   48 1 44 - 53   Full 
302Graves, Stephanie J.,
Desai, Christina M.  
 2006  Instruction via chat reference: Does co-browse help?  Reference Services Review   34 3 340 - 357   Full 
303Gray, Suzanne M.   2000  Virtual reference services: Directions and agendas  Reference & User Services Quarterly   39 4 365 - 375   Full 
304Greene, A. Y.   2002  Providing electronic reference services       73 - 116   Full 
1099Gregory, Gwen M.   2009   Customizing Virtual Reference Tools for a Perfect Fit  Information Today   26 3 40 -    Full 
2646Grensing-Pophal, Lin   2009  Social media helps out the help desk  EContent   32 9 36 - 41   Full 
2633Griffey, Jason   2010  Mobile technology and libraries        -    Full 
1173Gronemyer, Kate,
Deitering, Anne-Marie  
 2009  "I don't think it's harder, just that it's different": Librarians' attitudes about instruction in the virtual reference environment  Reference Services Review   37 4 421 - 434   Full 
305Gross, Melissa,
McClure, Charles R.  
 2001  Assessing quality in digital reference services site visit reports: State Library of Florida, Bureau of Library and Network Services and Tampa-Hillsborough County Public Library System        -    Full 
306Gross, Melissa,
McClure, Charles R.,
Lankes, R. David  
 2001  Assessing quality in digital reference services: Overview of key literature on digital reference      7/9/2008  -    Full 
307Grudin, Jonathan   1994  Groupware and social dynamics: Eight challenges for developers  Communications of the ACM   37 1 92 - 105   Full 
308Grudin, Jonathan,
Palen, Leysia  
 1995  Why groupware succeeds: Discretion or mandate?        -  Link  Full 
309Guenther, Kim   2001  Know thy remote users  Computers in Libraries   21 4 52 - 55   Full 
310Guillot, Ladonna,
Stahr, Beth  
 2004  A tale of two campuses: Providing virtual reference to distance nursing students  Journal of Library Administration   41 1 139 - 152   Full 
311Gulliford, Bradley   1998  Making choices in the virtual world: The new model at United Technologies Information Network  Library Trends   47 1 158 - 171   Full 
1216Hahn, Jim   2011  Reconfiguring reference services for mobile devicies       181 - 192   Full 
1120Hahn, Karla L.   1998  Qualitative investigation of an e-mail mediated help service  Internet Research   8 2 123 - 135   Full 
312Hahn, Karla   1997  An investigation of an e-mail-based help service     97-03 7/9/2008  -    Full 
313Haines, Annette,
Grodzinski, Alison  
 1999  Web forms: Improving, expanding, and promoting remote reference services  College & Research Libraries News   60 4 271 - 272   Full 
314Hair, Philippa,
Sandall, Perri-Lee  
 2001  Ask a librarian - The Macquarie Experience        -    Full 
315Hall, Stephanie   2008  Collaborative chat reference service effectiveness varies by question type for public library patrons  Evidence Based Library and Information Practice   3 1 72 - 74   Full 
1117Halperin, Michael,
Eichler, Linda,
Khanna, Delphine,
Dreyer, Kathleen  
 2006  Just the FAQ's, Ma'am: Sharing a business knowledge database  Journal of Business & Finance Librarianship   12 1 33 - 40   Full 
316Hampson, Andrew   1998  Information Staff Roles in the Hybrid Library  Impact   1 8 129 - 132   Full 
317Hancock, Jeffrey T.   2004  Verbal irony use in face-to-face and computer-mediated conversations  Journal of Language and Social Psychology   23 4 447 - 463   Full 
2563Hane, Paula J.   2011  Internet public library milestones  Information Today   28 4 8 -    Full 
318Haridasan, Sudharma   2006  Collaborative digital reference service for the post industrial society  Journal of Library & Information Science   31 2 135 - 140   Full 
1183Harmeyer, Dave   2010  My so-called second life  Reference Librarian   51 1 88 - 94   Full 
2726Harmeyer, Dave   2010  Reviving the reference interview: From desk to chat to phone  Reference Librarian   8 4 163 - 166   Full 
319Harmeyer, Dave   2007  Virtual reference: Less is more  The Reference Librarian   48 1 113 - 116   Full 
1033Harris, Lydia Eato   2004  Software Is Not Enough: Teaching and Training Digital Reference Librarians       109 - 120   Full 
320Hathorn, Clay   1997  The librarian is dead, long live the librarian  PreText Magazine      -    Full 
321Hattery, Maxine   2002  Computers in libraries: Virtual reference plus dead and emerging technologies  Information Retrieval and Library Automation   27 11 1 - 5   Full 
2705Hawkins Backhus, Sherry,
& Pedersen Summey, Terri  
 2003  Collaboration: The key to unlocking the dilemma of distance reference services  Reference Librarian   40 83/84 193 - 202   Full 
1181Haynes, Wendy   2009  Assisting online: Creating positive student experiences at the University of Wolverhampton  SCONUL Focus    46 86 - 90   Full 
322Hegenbart, B.   1998  The economics of the Internet Public Library  Library Hi Tech   16 2 69 - 83   Full 
324Heilig, Jean M.   2001  E-global library: The academic campus library meets the Internet  Searcher   9 6 34 - 43   Full 
323Heilig, Jean   2001  Virtual reference at Jones University  Colorado Libraries   27 2 35 - 37   Full 
325Heise, Jennifer,
Kimmel, Stacey  
 2003  Reading the river: The state of the art of real-ime reference  Internet Reference Services Quarterly   8 1/2 1 - 7   Full 
326Helfer, Doris Small   2003  Virtual reference in libraries: Status and issues  Searcher   11 2 63 - 65   Full 
327Helfer, Doris Small   2001  Virtual reference in libraries: Remote patrons heading your way?  Searcher   9 2 67 - 70   Full 
2644Hellyer, Paul   2009  Reference 2.0: The future of shrinking print reference collections seems destined for the Web  AALL Spectum   13 5 24 - 27   Full 
328Helman, Deborah L.   2001  Bringing the human touch to digital library service  Science and Technology Libraries   20 2/3 83 - 96   Full 
329Henderson, Tona   1994  MOOving towards a virtual reference service  The Reference Librarian   19 41/42 173 - 184   Full 
2786Hendricks, Arthur &,
Buchanan, Sherry  
 2013  From exhaustion to exhilaration: Assessing librarian job satisfaction with virtual reference  Library Hi Tech   31 1 42 - 63   Full 
2593Henry, Jo   2011  Death of reference or birth of new marketing age?  Public Services Quarterly   7 1/2 87 - 93   Full 
330Henry, Marcia   2001  The future of the academic reference desk in virtual library services: Responses from university, public, and community college libraries        -    Full 
331Henson, Bruce   2000  Digital reference service at the Georgia Institute of Technology       125 - 131   Full 
332Henson, Bruce,
Tomajko, Kathy Gillespie  
 2000  Electronic reference services: Opportunities and challenges  Journal of Educational Media & Library Sciences   38 2 113 - 121   Full 
1006Hernon, Peter,
McClure, Charles  
 1986  Unobtrusive Reference Testing: The 55 Percent Rule  Library Journal   111  37 - 41   Full 
333Hernon, Peter,
Rossiter, Nancy  
 2006  Emotional intelligence: Which traits are most prized?  College & Research Libraries   67 3 260 - 275   Full 
334Hert, Carol A.   2000  Information seeking and user-intermediary interactions: Informing the design of digital reference services        -    Full 
335Herzog, Susan   2003  Integrating a new service: One library's experience with digital reference  North Carolina Libraries   61 4 152 - 153   Full 
2539Hicks, Alison,
Sinkinson, Caroline  
 2011  Situated questions and answers: Responding to library users with QR codes  Reference & User Services Quarterly   51 1 60 - 69   Full 
1214Hicky, Daniel   2011  Demystifying virtual reference       19 - 28   Full 
336Hiebing, Dottie,
Johnson, Timothy  
 2002  METRO and OCLC: Implementing virtual reference in a multi-type consortium  Resource Sharing & Information Networks   16 1 7 - 19   Full 
2745Hill, J. B.,
Madarash-Hill, Cherie,
Allred, Alison  
 2007  Outsourcing digital reference: The user perspective  Reference Librarian   47 2 57 - 74   Full 
337Hill, J. B.,
Hill, Cherie Madarash,
Sherman, Dayne  
 2007  Text messaging in an academic library: Integrating SMS into digital reference  The Reference Librarian   47 97 17 - 29   Full 
338Hillyer, Nora,
Parker, Linda L.  
 2006  Video reference--it's not your typical virtual reference: Video reference services for South Campus at the University of Nebraska at Omaha  Internet Reference Services Quarterly   11 4 41 - 54   Full 
339Hinton, Danielle,
McGill, Lou  
 2001  Chat to a librarian: 21st century reference for distance learners  Vine   122 1 59 - 64   Full 
1157Hirko, Buff   2006  VET: The Virtual Evaluation Toolkit  Reference Librarian   46 95/96 125 - 148   Full 
2740Hirko, Buff   2005  Mainstreaming chat  Net Connect     32 -    Full 
340Hirko, Buff   2004  Get vendor savvy        -    Full 
341Hirko, Buff   2002  Live, digital reference marketplace        -    Full 
342Hirko, Buff   2002  Moving fast: The statewide virtual reference project  Alki   18 2 7 -    Full 
343Hirko, Buff,
Ross, Mary Bucher  
 2004  Virtual Reference Training : The Complete Guide to Providing Anytime, Anywhere Answers       160 -    Full 
344Hoag, Tara J.,
Cichanowicz, Edana McCaffery  
 2001  Going prime time with live chat reference  Computers in Libraries   21 8 40 - 44   Full 
1090Hodges, Alex R.,
Meiman, Meg  
 2009  IM is for Instant Millennials: Developing Staffing Models and Best Practices for Instant Messaging  Technical Services Quarterly   26 3 199 - 206   Full 
1159Hodges, Alex R.,
Meiman, Meg  
 2009  IM is for instant millennials: Developing staffing models and best practices for instant messaging  Technical Services Quarterly   26 3 199 - 206   Full 
1160Hodges, Alex   2009  Closing a consortium, moving to IM, trying VOIP [Interview with L. Singer]       92 -    Full 
345Hodges, Pauline R.   1989  Reference in the age of automation: Changes in the reference service at Chemical Abstracts Service Library  Special Libraries   80 4 251 - 257   Full 
346Hodges, Ruth A.   2002  Assessing digital reference  Libri: International Journal of Libraries and Information Services   52 3 157 - 168   Full 
347Hohmann, Laura Kaspari   2000  Providing reference services over the Internet  Colorado Libraries   26 2 16 - 18   Full 
348Holmer, Susan E.,
Silveria, Janie B.  
 2001  Food for Thought at the QandA cafe        -    Full 
349Horn, Judy   2001  The Future is now: Reference service for the electronic era        -    Full 
350Horn, Judy,
Kjaer, Kathryn  
 2000  Evaluating the "Ask a Question" Service at the University of California, Irvine       135 - 152   Full 
351Horowitz, Lisa R.,
Flanagan, Patricia A.,
Helman, Deborah L.  
 2005  The viability of live online reference: An assessment  Portal: Libraries and the Academy   5 2 239 - 258   Full 
352Hoskisson, Tam,
Wentz, Deleyne  
 2001  Simplifying electronic reference: A hybrid approach to one-on-one consultation  College & Undergraduate Libraries   8 2 89 - 102   Full 
353Houghton, Sarah   2005  Instant messaging: Quick and dirty reference for teens and others  Public Libraries   44 4 192 - 193   Full 
354Houghton, Sarah,
Schmidt, Aaron  
 2005  Web-based chat vs instant messaging  Online   29 4 26 - 30   Full 
355Houlson, Van,
McCready, Kate,
Pfahl, Carla Steinberg  
 2006  A window into our patron's needs: Analyzing data from chat transcripts.  Internet Reference Services Quarterly   11 4 19 - 39   Full 
357Howard, Ellen H.,
Jankowski, Terry Ann  
 1986  Reference services via electronic mail  Bulletin of the Medical Library Association   74 1 41 - 44   Full 
2585Howe, Carol D.   2011  Users of virtual reference are more satisfied with the service they receive than the providers of that service think they are  Evidence Based Library And Information Practice   6 2 36 - 38   Full 
358Hoyer, Rudiger   2001  Problems of electronic art reference  Art Libraries Journal   26 3 24 - 26   Full 
359Hrastinski, Stefan   2006  Introducing an informal synchronous medium in a distance learning course: How is participation affected?  The Internet and Higher Education   9 2 117 - 131   Full 
2647Hricko, Mary   2010  Using microblogging tools for library services  Journal of Library Administration   50 5/6 684 - 692   Full 
1215Hudson, Alexia   2011  Librarians in Second Life and future virtual worlds       61 - 78   Full 
360Huffaker, David   2004  Spinning yarns around the digital fire: Storytelling and dialogue among youth on the Internet  First Monday   9 1  -    Full 
2804Hughes, Annie M.   2013  There is a relationship between resource expenditures and reference transactions in academic libraries  Evidence Based Library & Information Practice   8 1 87 - 89   Full 
2681Hughes, Annie M.   2010  Adherence to RUSA's guidelines for virtual reference services is below expected in academic libraries  Evidence Based Library & Information Practice   5 4 105 - 107   Full 
361Huling, Nancy   2004  It's all about reference: Expanding the vision of the Virtual Reference Desk Conference  Reference & User Services Quarterly   43 3 190 - 191   Full 
362Huling, Nancy   2000  R/evolution in reference services: Research on digital reference  Alki   16 2 21 - 22   Full 
363Hull, Theodore J.,
Adams, Margaret O'Neill  
 1995  Electronic communications for reference services: A case study  Government Information Quarterly   12 3 297 - 308   Full 
364Hulshof, Robert   1998  Providing Services to Virtual Patrons        -    Full 
365Hummelshoj, Marianne   2002  Virtual reference services in public libraries: From "access to" to "use of" information        -    Full 
2538Hurst-Wahl, Jill   2007  Librarians and Second Life  Information Outlook   11 6 45 - 53   Full 
1022Hutchison, Deb,
Pye, Michele  
 2006  Establishing Performance Targets for a Virtual Reference Service: Counting Totals and Beyond       91 - 108   Full 
1096Huwe, Terence K.   2009  Reference Diagnostics for a Virtual World  Computers in Libraries   29 1 27 - 29   Full 
366Huwe, Terence K.   2006  Social networking mixes the hip with the proven  Computers in Libraries   26 10 31 - 33   Full 
367Huwe, Terence K.   2004  Being organic gives reference librarians the edge over computers  Computers in Libraries   May   -    Full 
368Hvass, Anna,
Myer, Sue  
 2008  Can I help you? Implementing an IM service  The Electronic Library   26 4 530 - 544   Full 
369Hyde, Loree,
Tucker-Raymond, Caleb  
 2006  Benchmarking librarian performance in chat reference  The Reference Librarian   46 95/96 5 - 19   Full 
370Information Services and Instruction Functional Team   2003  Virtual reference at Queen's University Library: An investigative report        -  Link  Full 
371Information Services Management Committee   2002  Virtual reference feasibility study report. April 2, 2002        -    Full 
372Irwin, Kenneth R.   1998  Professional reference service at the Internet Public Library with 'freebie' librarians  Searcher   6 9 21 -    Full 
1077Iton, Ingrid   2009  The Unopened Door: Virtual Reference and the Caribbean Academic Library  The Reference Librarian   50 4 356 - 370   Full 
373Izenstark, Amanda K.   2009  Choosing the right free IM providers and clients for your library  Public Services Quarterly   5 1 41 - 48   Full 
374Jackson, Michael Gordon   2002  A primary knowledge revolution: New demands, new responsibilities for reference librarians and services in the digital age  The Library Quarterly   72 1 123 - 129   Full 
375Jackson, Michael Gordon   2002  A rush to serve: Digital reference services and the commitment to 24/7     26  299 - 317   Full 
376Jackson, William   2001  Faster facts  Government Computer News    5/28/2001  -    Full 
377Jacobi, Laura   2004  Chatting at Gallaudet  Library Journal   129  3 - 3   Full 
378Jacoby, JoAnn,
O'Brien, Nancy P.  
 2005  Assessing the impact of reference services provided to undergraduate students  College & Research Libraries   66 4 324 - 340   Full 
379Jane, Catherine,
McMillan, Dawn  
 2003  Online in real-time? Deciding whether to offer a real-time virtual reference service  The Electronic Library   21 3 240 - 246   Full 
1052Janes, Joseph   2003  Introduction to Reference Work In The Digital Age       1 -    Full 
2751Janes, Joseph,
Hill, Chrystie  
 2002  Finger on the pulse: Librarians describe evolving reference practice in an increasingly digital world  Reference & Users Services Quarterly   42 1 54 - 65   Full 
380Janes, Joseph   2008  An informal history (and possible future) of digital reference  Bulletin of the American Society for Information Science & Technology   34 2 8 - 10   Full 
381Janes, Joseph   2003  Digital reference for teens  Voice of Youth Advocates   25 6 451 -    Full 
382Janes, Joseph   2003  Introduction to Reference Work in the Digital Age       213 -    Full 
383Janes, Joseph   2003  What is reference for?  Reference Services Review   31 1 22 - 25   Full 
384Janes, Joseph   2002  Digital reference: Reference librarians' experiences and attitudes  Journal of the American Society for Information Science and Technology   53 7 549 - 566   Full 
385Janes, Joseph   2002  Live reference: Too much, too fast?  School Library Journal   48 11 12 - 14   Full 
386Janes, Joseph   2002  What is reference for? RUSA Forum: The future of reference services        -    Full 
12Janes, Joseph   2001  Digital reference services in public and academic libraries       175 - 195   Full 
388Janes, Joseph   2000  Digital reference: Services, attitudes, and evaluation  Internet Research   10 3 256 - 258   Full 
389Janes, Joseph   2000  Why reference is about to change forever (but not completely)       13 - 24   Full 
390Janes, Joseph   1998  The Internet Public Library: An intellectual history  Library Hi Tech   16 2 55 - 68   Full 
391Janes, Joseph   1996  Not-for-profit service organizations and economic viability on the Internet        -    Full 
392Janes, Joseph,
Carter, David S.,
Memmott, Patricia  
 1999  Digital reference services in academic libraries  Reference & User Services Quarterly   39 2 145 - 150   Full 
393Janes, Joseph,
Hill, Chrystie,
Rolfe, Alex  
 2001  Ask-an-expert services analysis  Journal of the American Society for Information Science and Technology   52 13 1106 - 1121   Full 
394Janes, Joseph,
Silverstein, Joanne  
 2003  Question negotiation and the technological environment  D-Lib Magazine   9 2  -    Full 
395Jaworowski, Carlene   2001  There's more to chat then chit-chat: Using chat software for library instruction        -    Full 
1163Jayaraman, Shobana   2009  Selecting IM aggregator for a virtual reference service at UT Southwestern Medical Center Library  Journal of Hospital Librarianship   9 4 433 - 438   Full 
1146Jensen, Bruce   2010  SMS text reference comes of age: The My Info Quest collaborative  Reference Librarian   51 4 264 - 275   Full 
396Jensen, Ann,
Sih, Julie  
 1995  Using E-mail and the Internet to teach users at their desktops  Online   19 5 82 - 86   Full 
397Jensen, Bruce   2004  The case for non-intrusive research: A virtual reference librarian's perspective  The Reference Librarian   41 85 139 - 149   Full 
398Jerant, Lisa Lott,
Firestein, Kenneth  
 2003  Not virtual, but a real, live, online, interactive reference service  Medical Reference Services Quarterly   22 2 57 - 68   Full 
399Jesudason, Melba   2000  Outreach to student-athletes through e-mail reference service  Reference Services Review   28 3 262 - 268   Full 
2691Jin, Yi,
Huang, Min,
Lin, Haoming,
Guo, Jing  
 2007  Study on the collaboration and mechanism of the virtual reference service  Electronic Library   25 6 733 - 740   Full 
400Jin, Yi,
Huang, Min,
Lin, Haoming  
 2005  Towards collaboration: The development of collaborative virtual reference service in China  The Journal of Academic Librarianship   31 3 287 - 291   Full 
401Jin, Yi,
Huang, Min,
Lin, Haoming,
Guo, Jing  
 2007  Study on the collaboration mechanism of the virtual reference service  The Electronic Library   25 6 733 - 740   Full 
2533Johnson, Kris,
Farrell, Patrick,
Laughlin, Kristen,
Mascareas, Paul, M.,
Sieving, Amy  
 2012  Collaborative virtual reference really does work, but it takes a tribe       227 - 240   Full 
1166Johnson, Megan,
Purpur, Geraldine,
Abbott, Lisa T.  
 2009  Learning to provide 3D virtual reference: A library science assignment  Journal of Library & Information Services in Distance Learning   3 3/4 138 - 147   Full 
2590Johnson, Wendell G.   2011  The evolution of the reference librarian  Community & Junior College Libraries   17 2 91 - 103   Full 
402Johnson, Cameron A.,
McCarty, Laura  
 2001  Distance education and digital reference: The Yellow Brick Road?  Alki   17 1 6 - 9   Full 
403Johnson, Corey M.   2004  Online chat reference: Survey results from affiliates of two universities  Reference & User Services Quarterly   43 3 237 - 247   Full 
404Johnson, Corey M.   2002  Online chat reference: The awareness of, use of, interest in, and marketing of this new reference service technology.        -    Full 
405Johnson, Kris   2009  AskColorado...get answers day...or night  Colorado Municipalities   85 2 12 - 14   Full 
406Johnston, Patricia E.   2003  Digital reference as an instructional tool: Just in time and just enough  Searcher   11 3 31 - 33   Full 
407Jokitalo, Paivi   2000  The Finnish library portal  D-Lib Magazine   6 10  -    Full 
1087Jones, Sherri,
Kayongo, Jessica,
Scotfield, John  
 2009  Ask Us Anytime: Creating a Searchable FAQ Using Email and Chat Reference Transcripts  Internet Reference Services Quarterly   14 67 81 -    Full 
408Jones, Alan,
Webb, Eileen  
 2000  An evaluation of the use of an intranet-based knowledgebase to support on-line dialogue  Learning Technology publication of IEEE Computer Society, Learning Technology Task Force (LTTF)   2 1  -    Full 
409Jonsby, E.   2000  The virtual librarian answers your questions  Scandinavian Public Library Quarterly   3 33 20 - 22   Full 
410Joshi, Ish   2001  Askusquestions.com- live experienced librarians available over the web  The Unabashed Librarian    118 9 - 12   Full 
411Kajewski, Mary Ann   2007  Emerging technologies changing our service delivery models  The Electronic Library   25 4 420 - 429   Full 
412Kaske, Neal   2004  The ubiquitous library is here  Portal: Libraries and the Academy   4 2 291 - 297   Full 
413Kaske, Neal,
Arnold, Julie  
 2002  An unobtrusive evaluation of line real time library reference services        -    Full 
414Kasowitz, Abby S.   2001  Trends and issues in digital reference services  ERIC Digest      -    Full 
415Kasowitz, Abby S.   1999  Facets of quality for K - 12 digital reference services        -    Full 
416Kasowitz, Abby S.   1999  Presentation at first annual federal focus ed-mentor symposium        -    Full 
417Kasowitz, Abby S.   1998  Promoting information problem solving in digital reference responses        -    Full 
418Kasowitz, Abby S.,
Bennett, Blythe A.,
Lankes, R. David  
 2000  Quality standards for digital reference consortia  Reference & User Services Quarterly   39 4 355 - 364   Full 
2768Katz, Bill   2003  Digital reference: An overview  Reference Librarian    79/80 1 - 17   Full 
2779Katz, Bill   2003  Digital reference: An overview  Reference Librarian    79/80 1 - 17   Full 
419Katz, Bill   2001  Long live old reference services and new technologies  Library Trends   50 2 263 - 285   Full 
1219Kawakami, Alice K.   2003  Real-time digital reference       2463 - 2474   Full 
420Kawakami, Alice K.   2002  Delivering digital reference  Library Journal   127  28 - 29   Full 
421Kawakami, Alice,
Swartz, Pauline  
 2003  Digital reference: training and assessment for service improvement  Reference & User Services Quarterly   31 3 227 - 236   Full 
2546Kayongo, Jessica,
Van Jacob, Elizabeth  
 2011  Burning the midnight oil: Librarians, students, and late-night chat reference at the University of Notre Dame  Internet Reference Services Quarterly   16 3 99 - 109   Full 
422Kazmer, Michelle M.,
Burnett, Gary,
Dickey, Michael H.  
 2007  Identity in customer service chat interaction: Implications for virtual reference  Library & Information Science Research   29 1 5 - 29   Full 
2574Keating, Maura   2010  Will they come? Get out the word about going mobile  The Reference Librarian   52 1/2 20 - 26   Full 
1102Keck, Andrew   2009  Diktuon: Virtual Reference  Theological Librarianship   2 1 1 - 2   Full 
2678Kelley, Michael,
Schwartz, Meredith,
Lee, Michelle,
Warburton, Bob  
 2012  New Jersey virtual reference now a glimmer  Library Journal   137 4 14 - 16   Full 
423Kena, Jenny   1998  Performance indicators for the electronic library        -    Full 
2557Kennedy, Scott   2011  Farewell to the reference librarian  Journal of Library Administration   51 4 319 - 325   Full 
1192Kenney, Brian   2001  Academic libraries test Web-based reference  Library Journal   126 12  -    Full 
424Kenney, Anne R.,
McGovern, Nancy Y.,
Martinez, Ida T.,
Heidig, Lance J.  
 2003  Google meets eBay: what academic librarians can learn from alternative information providers  D-Lib Magazine   9 6  -    Full 
425Kenney, Brian   2003  The virtual gets real  Library Journal   128 15 32 - 35   Full 
426Kenney, Brian   2002  Live, digital reference: a close look at libraries' exciting new service. (An LJ Round Table)  Library Journal   121 16 46 -    Full 
1053Kern, M. Kathleen   2009  Virtual Reference Best Pratices: Tailoring Services To Your Library       1 -    Full 
1036Kern, M. Kathleen,
Gillie, Esther  
 2004  Virtual Reference Policies: An Examination of Current Practice       165 - 184   Full 
428Kern, Kathleen   2003  Communication, patron satisfaction, and the reference interview  Reference & User Services Quarterly   43 1 47 - 49   Full 
429Kern, M. Kathleen   2006  Looking at the bigger picture: An integrated approach to evaluation of chat reference services  The Reference Librarian   46 95 99 - 112   Full 
430Kern, M. Kathleen   2004  Chat it up! Extending reference services to assist off-campus students  Journal of Library Administration   41 1 217 - 226   Full 
431Kern, M. Kathleen   2004  Have(n't) we been here before? Lessons from telephone references  The Reference Librarian   41 85 1 - 17   Full 
432Keselica, Mary,
Hawkins, Donald T.  
 1994  The 'people' part of groupware  Online   18 2 104 - 105   Full 
433Keyser, Marcia   2003  Why virtual reference? Compilation of discussion on DIG_REF discussion list  LISNews.com      -    Full 
3064Khan, Rubia,
Khan, Arif,
Malik, Sidra,
Idrees, Haroon  
 2017  Virtual reference services through web search engines: Study of academic libraries in Pakistan  Publications   5,6 2  -    Full 
434Khan, Asad   2006  Digital/virtual reference services in libraries: An Internet-based reference service  Pakistan Library & Information Science Journal   37 1 13 - 18   Full 
2836Khan, Asad,
Khan,  
 2014  Implementation of Digital Reference Services in Pakistani Libraries: A Descriptive and Critical Annotated Bibliographical Guide.  Pakistani Library & Information Journal   45 2 69 - 75   Full 
2856Khan, Asad,
Khan,  
 2014  Implementation of Digital Reference Services in Pakistani Libraries: A Descriptive and Critical Annotated Bibliographical Guide.  Pakistani Library & Information Journal   45 2 69 - 75   Full 
2881Khan, Asad,
Khan,  
 2014  Implementation of Digital Reference Services in Pakistani Libraries: A Descriptive and Critical Annotated Bibliographical Guide.  Pakistani Library & Information Journal   45 2 69 - 75   Full 
2917Khan, Asad,
Khan,  
 2014  Implementation of Digital Reference Services in Pakistani Libraries: A Descriptive and Critical Annotated Bibliographical Guide.  Pakistani Library & Information Journal   45 2 69 - 75   Full 
2955Khan, Asad,
Khan,  
 2014  Implementation of Digital Reference Services in Pakistani Libraries: A Descriptive and Critical Annotated Bibliographical Guide.  Pakistani Library & Information Journal   45 2 69 - 75   Full 
2994Khan, Asad,
Khan,  
 2014  Implementation of Digital Reference Services in Pakistani Libraries: A Descriptive and Critical Annotated Bibliographical Guide.  Pakistani Library & Information Journal   45 2 69 - 75   Full 
3034Khan, Asad,
Khan,  
 2014  Implementation of Digital Reference Services in Pakistani Libraries: A Descriptive and Critical Annotated Bibliographical Guide.  Pakistani Library & Information Journal   45 2 69 - 75   Full 
435Kibbee, Jo   2006  Librarians without borders? Virtual reference service to unaffiliated users  The Journal of Academic Librarianship   32 5 467 - 473   Full 
436Kibbee, Jo,
Ward, David,
Ma, Wei  
 2002  Virtual reference, real data: Results of a pilot study  Reference Services Review   1 30 25 - 36   Full 
2526Kickham-Samy, Mary   2012  The tutorial dialogue and problem solving in virtual reference       47 - 61   Full 
1061Kickham-Samy, Mary   2010  Balance of Power and Negotiation of Meaning in Virtual Reference Learning Environments       55 - 70   Full 
2527Kilzer, Rebekah,
Milliken, Larry,
Bhatt, Jay  
 2012  Fast and furious: Using web conferencing and other tools for virtual reference and instruction       63 - 77   Full 
437Kimmel, Stacey,
Heise, Jenne  
 2001  Being there: Tools for online synchronous reference  Online   25 6 30 -    Full 
438Kindred, Jeannette,
Roper, Shannon L.  
 2004  Making connections via Instant Messenger (IM): Student use of IM to maintain personal relationships  Qualitative Research Reports in Communication   5  48 - 54   Full 
2860King, Valery,
Christensen-Le  
 2014  Full-Time reference with Part-time Librarians  Reference & User Services Quarterly   54 1 34 - 43   Full 
2885King, Valery,
Christensen-Le  
 2014  Full-Time reference with Part-time Librarians  Reference & User Services Quarterly   54 1 34 - 43   Full 
2921King, Valery,
Christensen-Le  
 2014  Full-Time reference with Part-time Librarians  Reference & User Services Quarterly   54 1 34 - 43   Full 
2959King, Valery,
Christensen-Le  
 2014  Full-Time reference with Part-time Librarians  Reference & User Services Quarterly   54 1 34 - 43   Full 
2998King, Valery,
Christensen-Le  
 2014  Full-Time reference with Part-time Librarians  Reference & User Services Quarterly   54 1 34 - 43   Full 
3038King, Valery,
Christensen-Le  
 2014  Full-Time reference with Part-time Librarians  Reference & User Services Quarterly   54 1 34 - 43   Full 
439King, Valery,
Nichols, Jane,
Padilla, Greg,
Cox, Christopher N.  
 2006  Moving back to campus: Creating a local virtual reference service  Internet Reference Services Quarterly   11 3 1 - 17   Full 
440Kipnis, Daniel G.,
Kaplan, Gary E.  
 2008  Analysis and lessons learned instituting an instant messaging reference service at an academic health sciences library: The first year  Medical Reference Services Quarterly   27 1 33 - 51   Full 
441Kisby, Cynthia,
Kilman, Marcus,
Hinshaw, Carole  
 1999  Extended reference service in the electronic environment  Information Technology and Libraries   18 2 92 - 95   Full 
442Kisly, Dave   1998  Libraries, the internet and resource sharing        -    Full 
443Koch, Neal   2002  Ready with answers around the clock  New York Times     Circuits, 4 -    Full 
444Koh, Connie   2003  Reconsidering services for the postmodern student  Australian Academic & Research Libraries   34 3  -    Full 
1123Kohl, Laura,
Keating, Maura  
 2009  A phone of one's own: Texting at the Bryant University reference desk  College & Research Libraries News   70 2 104 - 106, 118   Full 
445Kolandaisamy, Matilda,
Keech, Malcolm  
   Moving towards 24-hour support        -    Full 
1018Kortz, Laura,
Morris, Sharon,
Greene, L  
 2006  Bringing Together Teens and Chat Reference: Reconsidering "The Match Made in Heaven"       3 - 22   Full 
2892Koshik, Irene ,
Okazawa,  
 2012  A Conversation Analytic Study of Actual and Potential Problems in Communication in Library Chat Reference Interactions  Journal of the American Society for Information Science and Technology   63 10 2006 - 2019   Full 
2928Koshik, Irene ,
Okazawa,  
 2012  A Conversation Analytic Study of Actual and Potential Problems in Communication in Library Chat Reference Interactions  Journal of the American Society for Information Science and Technology   63 10 2006 - 2019   Full 
2966Koshik, Irene ,
Okazawa,  
 2012  A Conversation Analytic Study of Actual and Potential Problems in Communication in Library Chat Reference Interactions  Journal of the American Society for Information Science and Technology   63 10 2006 - 2019   Full 
3005Koshik, Irene ,
Okazawa,  
 2012  A Conversation Analytic Study of Actual and Potential Problems in Communication in Library Chat Reference Interactions  Journal of the American Society for Information Science and Technology   63 10 2006 - 2019   Full 
3045Koshik, Irene ,
Okazawa,  
 2012  A Conversation Analytic Study of Actual and Potential Problems in Communication in Library Chat Reference Interactions  Journal of the American Society for Information Science and Technology   63 10 2006 - 2019   Full 
2653Koshik, Irene,
Okazawa, Hiromi  
 2012  A conversation analytic study of actual and potential problems in communication in library chat reference interactions  Journal of the American Society For Information Science and Technology   63 10 2006 - 2019   Full 
2717Koshik, Irene,
Okazawa, Hiromi  
 2012  A conversation analytic study and potential problems in communication in library chat reference interactions  Journal of the American Society for Information Science & Technology   63 10 2006 - 2019   Full 
446Koyama, Janice T.   1998  http://digiref.scenarios.issues.  Reference & User Services Quarterly   38 1 51 - 53   Full 
447Koyama, Janice T.     http://digiref.scenarios.issues.        -    Full 
448Kratzert, M. Y.,
Richey, Debora,
Wassman, Carol V.  
 2001  Tips and snags of academic cyberreference  College & Undergraduate Libraries   8 2 73 - 82   Full 
451Kresh, Diane Nester   2003  Virtually yours: Thoughts on where we have been and where we are going with virtual reference services in libraries  The Reference Librarian    79/80 19 - 34   Full 
452Kresh, Diane Nester   2001  From sshh to search engine: reference.net on the Web  Information Technology and Libraries   20 3 139 - 142   Full 
453Kresh, Diane Nester   2000  Offering high quality reference service on the web: The collaborative digital reference service (CDRS)  D-Lib Magazine   6 6  -    Full 
454Kresh, Diane Nester,
Arret, Linda  
 2000  Collaborative digital reference service: update on LC initiative       61 - 67   Full 
455Kresh, Diane Nester,
Arret, Linda  
 1998  Do birds fly?  Reference & User Services Quarterly   38 1 17 - 21   Full 
449Kresh, Diane   2002  High touch or high tech: The collaborative digital reference service as a model for the future of reference  Advances in Librarianship   26  149 - 173   Full 
450Kresh, Diane   2001  Libraries meet the world wide web: The collaborative digital reference service  ARL Bimonthly Report   219  1 - 3   Full 
456Krohn, Franklin B.   2004  A generational approach to using emoticons as nonverbal communication  Journal of Technical Writing & Communication   34 4 321 - 328   Full 
2806Kroski, Ellyssa   2013  18 great technology initiativs for your library  American Libraries   44 1/2 50 - 54   Full 
457Kuruppu, Pali U.   2007  Evaluation of reference services--A review  The Journal of Academic Librarianship   33 3 368 - 381   Full 
458Kwon, Nahyun   2007  Public library patrons' use of collaborative chat reference service: The effectiveness of question answering by question type  Library & Information Science Research   29 1 70 - 91   Full 
459Kwon, Nahyun   2006  User satisfaction with referrals at a collaborative virtual reference service  Information Research   11 2 1 -    Full 
460Kwon, Nahyun,
Gregory, Vicki L.  
 2007  The effects of librarians' behavioral performance on user satisfaction in chat reference services  Reference & User Services Quarterly   47 2 137 - 148   Full 
461Kyrillidou, Martha,
Bland, Les  
 2009  ARL statistics 2006-2007      1/16/2009  -    Full 
1001Ladenson, Sharon   2003  E-Mail Reference: Improving Service by Working Cooperatively  The Reference Librarian    83/84 183 - 191   Full 
462Ladner, Sharyn J.,
Tillman, Hope N.  
 1993  Using the internet for reference  Online   17 1 45 - 51   Full 
1042Lafrance, Helene,
Morrisey, Locke,
Trump, Judy  
 2008  Creating Your Own Consortium in Less than Six Months: A True Story of Virtual Reference       17 - 25   Full 
463Lagace, Nettie   1998  The internet public library's ask a question worldwide reference service  Art Documentation   17 1 5 - 7   Full 
464Lagace, Nettie,
McClennen, Michael  
 1998  QRC: We call it Quirk  Computers in Libraries   18 2 26 - 27   Full 
465Lagace, Nettie,
McClennen, Michael  
 1998  Questions and quirks: Managing an internet-based distributed reference service  Computers in Libraries   18 2 24 - 27   Full 
466Lamolinara, Guy,
Grnke, Ralf  
 1998  Reference service in a digital age: Library Institute focuses on electronic tools  Library of Congress Information Bulletin   57 8 196 - 198   Full 
467Lancaster, F. W.   1999  Second thoughts on the paperless society  Library Journal   124 15 48 - 50   Full 
468Langlois, Greg   2001  A need to know  Federal Computer Week    July 2  -    Full 
2694Lankes, R. David   2006  The virtual reference desk: Creating a reference future        -    Full 
2748Lankes, R. David   2005  Digital reference research: "Stressmaker" or savior?  Reference & Users Services Quarterly   44 4 320 - 326   Full 
2765Lankes, R. David   2005  The digital reference research agenda  Virtual Reference Experience     259 - 268   Full 
2776Lankes, R. David   2005  The digital reference research agenda  Virtual Reference Experience     259 - 268   Full 
1041Lankes, R. David   2004  The Digital Reference Research Agenda       259 - 268   Full 
1220Lankes, R. David   2004  Digital reference       2463 - 2474   Full 
2518Lankes, R. David   2000  The foundations of digital reference       1 - 10   Full 
1015Lankes, R. David,
Abels, Eileen G.,
White, Marilyn Domas,
Haque, Saira N.  
 2006  The Virtual Reference Desk: Creating a Reference Future       1 -    Full 
1016Lankes, R. David,
Janes, Joseph,
Smith, Linda C.,
Finneran, Christina M.  
 2004  The Virtual Reference Experience: Integrating Theory Into Practice       1 -    Full 
1017Lankes, R. David,
Nicholson, Scott,
Radford, Marie L.,
Silverstein, Joanne,
Westbrook, Lynn,
Nast, Philip  
 2008  Virtual Reference Service: From Competencies To Assessement       3 -    Full 
1059Lankes, R. David,
Stoffle, Carla, J.,
LaRue, James,
Radford, Marie L.  
 2010  Theory Meets Practice: Educators and Directors Talk       17 - 37   Full 
469Lankes, R. David   2008  Virtual reference to participatory librarianship: Expanding the conversation  Bulletin of the American Society for Information Science & Technology   34 2 11 - 14   Full 
470Lankes, R. David   2006  The Virtual Reference Desk: Creating a Reference Future       226 - 226   Full 
471Lankes, R. David   2004  The digital reference research agenda  Journal of the American Society for Information Science and Technology   55 4 301 - 311   Full 
472Lankes, R. David   2004  The Virtual Reference Experience: Integrating Theory into Practice       289 - 289   Full 
473Lankes, R. David   2003  Current state of digital reference in primary and secondary education  D-Lib Magazine   9 2  -    Full 
474Lankes, R. David   2003  The digital reference fallacy  The Reference Librarian   38 79/80 35 - 44   Full 
475Lankes, R. David   2001  Current status and future directions for digital reference        -    Full 
476Lankes, R. David   2000  The birth cries of digital reference  Reference & User Services Quarterly   39 4 352 - 354   Full 
477Lankes, R. David   1998  AskA's: Lessons learned from K-12 digital reference services  Reference & User Services Quarterly   38 1 63 - 71   Full 
478Lankes, R. David   1998  Building and Maintaining Internet Information Services : K-12 Digital Reference Services : A Study Submitted to The National Library of Education, U.S. Department of Education       213 - 213   Full 
479Lankes, R. David   1998  The virtual reference desk: Building human expertise into information systems.     35  81 - 90   Full 
480Lankes, R. David   1996  The virtual reference desk: A proposal to the Department of Education.        -    Full 
481Lankes, R. David   1995  AskERIC and the virtual library: Lessons for emerging digital libraries  Internet Research   5 1 56 - 63   Full 
482Lankes, R. David   1994  The internet model  Information Searcher   7 1 3 - 6   Full 
483Lankes, R. David,
Collins, John W., III,
Kasowitz, Abby S.  
 2000  Digital reference service in the new millennium : Planning, management, and evaluation        -    Full 
484Lankes, R. David,
Gross, Melissa,
McClure, Charles R.  
 2003  Cost, statistics, measures, and standards for digital reference services: A preliminary view  Library Trends   51 3 401 - 413   Full 
485Lankes, R. David,
Kasowitz, Abby S.  
 1998  The AskA Starter Kit: How to Build and Maintain Digital Reference Services       232 -    Full 
486Lankes, R. David,
Nast, Philip  
 2008  Virtual Reference Service: From Competencies to Assessment       206 - 206   Full 
487Lankes, R. David,
Shostack, Pauline  
 2002  The necessity of real-time: fact and fiction in digital reference systems  Reference & User Services Quarterly   41 4 350 - 355   Full 
1088Lapidus, Mariana,
Bond, Irena  
 2009  Virtual Reference: Chat with Us!  Medical Reference Services Quarterly   28 2 133 - 142   Full 
2769Lascoki, David   2000  Reference  Notes   56 3 605 - 610   Full 
2780Lascoki, David   2000  Reference  Notes   56 3 605 - 610   Full 
488Lauer, Jonathon D.,
Mckinzie, Steve  
 2003  Bad moon rising: A candid examination of digital reference and what It means to the profession  The Reference Librarian    79/80 45 - 56   Full 
489Lay, Teresa M.   1999  E-mail reference in Ohio public libraries        -    Full 
490Lederer, Naomi   2001  E-mail reference: Who, when, where, and what is asked  The Reference Librarian    74 55 - 73   Full 
2662Lee, Ian J   2004  Do virtual reference librarians dream of digital reference questions?: A qualitative and quantitative analysis of e-mail and chat reference  Australian Acaemic & Research Libraries   35 2 95 - 110   Full 
2625Lee, Lisa Sandra   2008  Reference services for students studying by distance: A comparative study of the attitudes distance students have towards phone, email, and chat reference services  New Zealand Library & Information Management Journal   51 1 6 - 21   Full 
491Lee, Ian J.   2004  Do virtual reference librarians dream of digital reference questions?: A qualitative and quantitative analysis of email and chat reference  Australian Academic & Research Libraries   35 2 95 - 110   Full 
492Lee, Kuk   1996  E-mail reference service... HUH?  Indiana Libraries   15 2 57 - 61   Full 
493Lejeune, Lorrie   1997  Before its time: The internet public library  The Journal of Electronic Publishing   3 2  -    Full 
494Lenhart, Amanda,
Madden, Mary  
 2005  Teens and technology: Youth are leading the transition to a fully wired and mobile nation. Pew Internet and American Life Project.        -    Full 
2606Lenholt, Rob,
Costello, Barbara,
Stryker, Judson  
 2003  Utilizing Blackboard to provide library instruction: Uploading MS Word handouts with links to course specific resources  Reference Services Review   31 3 211 - 218   Full 
495Lessick, Susan   2000  Transforming reference staffing for the digital library       25 - 36   Full 
496Lessick, Susan   1997  Interactive reference service (IRS) at UC Irvine: Expanding reference services beyond the reference desk        -    Full 
497Leveen, Thomas A.   2001  Reference librarians chat it up online  Today's Librarian      -    Full 
498Levy, Debbie   2002  Virtual chat reference services.  School of Library, Archival and Information Studies      -    Full 
1058Lewis, David W.   2010  Reference in the age of Wikipedia, or Not       3 - 16   Full 
2746Lewis, Kyrstal M.,
DeGroote, Sandra L.  
 2008  Digital reference access points: An analysis of usage  Reference Services Review   36 2 194 - 204   Full 
499Lewis, David W.   1995  Traditional reference is dead, now let's move on to important questions  The Journal of Academic Librarianship   21 1 10 - 12   Full 
500Leykam, Andrew,
Perkins, Catherine  
 2007  Is this the right tool for our library? A look at e-mail virtual reference use patterns  The Reference Librarian   48 1 1 - 17   Full 
1114Li, Lei,
Pitts, Jennifer  
 2009  Does it really matter? Using virtual office hours to enhance student-faculty interaction  Journal of Information Systems Education   20 2 175 - 185   Full 
2568Lihitkar, Shalini R.   2011  Establishing a virtual reference service  DESIDOC Journal of Library & Information Technology   31 1 31 - 34   Full 
1103Lin, Xia,
Abels, Eileen  
 2010  Digital Library Education Lab  Journal of Education for Library and Imformation Science   51 2 120 - 124   Full 
501Lindbloom, Mary-Carol   2004  Virtual reference collaboration in Illinois: A case study of MyWebLibrarian and the trends that drive it     2004 2 97 - 109   Full 
502Lindbloom, Mary-Carol   2001  Ready for reference: Academic libraries offer live web-based reference. Final narrative report (on LSTA-funded project)        -  Link  Full 
503Lindbloom, Mary-Carol,
Yackle, Anna,
Burhans, Skip,
Peters, Tom,
Bell, Lori  
 2006  Virtual reference: A reference question as a reference question… or is virtual reference a new reality? New career opportunities for librarians  The Reference Librarian   45 93 3 - 22   Full 
504Lindgren, Peter   2002  Brief encounters in cyber space  Scandinavian Public Library Quarterly   35 2 22 - 23   Full 
505Lipow, Anne Grodzins   2003  The future of reference: Point-of-need reference service: No longer an afterthought  Reference Services Review   31 1 31 - 35   Full 
506Lipow, Anne Grodzins   2003  The librarian has left the building-But to where?  Internet Reference Services Quarterly   8 1/2 9 - 18   Full 
507Lipow, Anne Grodzins   2003  Point-of-need reference service: No longer an afterthought  Reference Services Review   31 1 31 - 35   Full 
508Lipow, Anne Grodzins   2002  The Virtual Reference Librarian's Handbook        -    Full 
509Lipow, Anne Grodzins   1999  'In your face' reference service  Library Journal   124 13 50 - 52   Full 
510Lipow, Anne Grodzins   1999  Serving the remote user: Reference service in the digital environment        -    Full 
511Lipow, Anne Grodzins   1998  Reference service in a digital age  Reference & User Services Quarterly   38 1 47 - 81   Full 
512Lipow, Anne Grodzins   1997  Thinking out loud: who will give reference service in the digital environment?  Reference & User Services Quarterly   37 2 125 - 129   Full 
2651Lippincott, Joan K.   2010  A Mobile Future for Academic Libraries  Reference Services Review   38 2 205 - 213   Full 
513Lipton, Saundra   2000  Click on the wizard for help: Using help desk software for real-time reference       207 - 218   Full 
2749Liu, Jia   2008  An overview of the digital reference services in German libraries  Bibliothek Forschung und Praxis   32 3 359 - 371   Full 
514Liu, Jia   2007  The Evaluation of Worldwide Digital Reference Services in Libraries        -    Full 
515Liu, Mengxiong,
Redfern, Bernice  
 1997  Information-seeking behavior of multicultural students: A case study at San Jose State University  College & Research Libraries   58  348 - 354   Full 
516Lo Bianco, Nicky,
Vivian, Colin  
 1999  Creating Canberra's virtual community library service        -    Full 
2548Logan, Firouzeh F.,
Lewis, Krystal  
 2011  Quality control: A necessary good for improving service  Reference Librarian   52 3 218 - 230   Full 
517Lonberger, Jana   1999  Remote possibilities: A "fill in the blanks" approach to creating web-based reference and instructional services  Georgia Library Quarterly   36 4 5 - 13   Full 
2564Lotts, Megan,
Graves, Stephanie  
 2011  Using the iPad for reference services: Librarians go mobile  College & Research Libraries News   72 4 217 - 220   Full 
518Luce, Dena   2007  Poster session: Sowing successful service  Alabama Librarian   57 2 13 -    Full 
519Lukasiewicz, Adrianna   2007  Exploring the role of digital academic libraries: Changing student needs demand innovative service approach  Library Review   56 9 821 - 827   Full 
2677Luo, Li,
Weak, Emily  
 2012  Managing a text reference consortium: The My Info Quest experience  Reference Services Review   40 2 311 - 325   Full 
1085Luo, Lili   2009  Effective Training for Chat Reference Personal: An Exploratory Study  Library & Information Science Research   31 4 210 - 220   Full 
2725Luo, Lili   2008  Toward sustaining professional development: Identifying essential competencies for chat reference  Library & Information Science Research   30 4 298 - 311   Full 
2630Luo, Lili,
Bel  
 2010  Text 4 answers: A collaborative service model  Reference Services Review   38 2 274 - 283   Full 
2805Luo, Lili,
Weak, Emily  
 2013  Text reference service: Teens\' perception and use  Library & Information Science Research   35 1 14 - 23   Full 
2663Luo, Lili,
Weak, Emily,
Bel  
 2012  Engaging Library Users in the Age of Texting: Exploring Text Reference Service        -  Link  Full 
520Luo, Lili   2008  Chat reference evaluation: A framework of perspectives and measures  Reference Services Review   36 1 71 - 85   Full 
521Luo, Lili   2007  Chat reference competencies: Identification from a literature review and librarian interviews  Reference Services Review   35 2 195 - 209   Full 
522Lupien, Pascal   2006  Virtual reference in the age of pop-up blockers, firewalls, and Service Pack 2  Online   30 4 14 - 19   Full 
523Lupien, Pascal   2004  Bilingual virtual reference: It's better than searching the open web  Computers in Libraries   24 5 6 - 8; 53-54; 56   Full 
524Lupien, Pascal,
Rourke, Lorna Evelyn  
 2007  Out of the question!… How we are using our students' virtual reference questions to add a personal touch to a virtual world  Evidence Based Library and Information Practice   2 2 67 - 80   Full 
525Lynch, Pauline   2000  Managing growth for AskA services       83 - 90   Full 
526MacAdam, Barbara,
Gray, Suzanne  
 2000  A management model for digital reference services in large institutions       136 - 145   Full 
527MacDonald, Karen I.,
VanDuinkerken, Wyoma  
 2005  Distance education and virtual reference: Implementing a marketing plan at Texas A&M University  Journal of Library & Information Services in Distance Learning   2 4 29 - 40   Full 
528MacDonald, Karen I.,
VanDuinkerken, Wyoma,
Stephens, Jane  
 2008  It's all in the marketing: The impact of a virtual reference marketing campaign at Texas A&M University  Reference & User Services Quarterly   47 4 375 - 385   Full 
529MacDonald, Marlyse H.   2003  Planning, implementing, and using a virtual reference service.  Medical Reference Services Quarterly   22 2 69 - 75   Full 
2567Maceli, Monica,
Wiedenbeck, Susan,
Abels, Eileen  
 2011  The Internet Public Library (IPL): An exploratory case study on user perceptions  Information Technology and Libraries   31 1 16 - 23   Full 
530Maddox, Rebecca   2003  Internet review: Virtual reference desks  Kentucky Libraries   67 2 21 - 23   Full 
2592Maharana, Bulu,
Sahu, N. K.,
Deb, Arundhati,
Bhue, Siba,
Majhi, Sabitri  
 2008  Library mashups: Web 2.0 tool for integrating contents and services of libraries  Planner      -    Full 
2764Mahemdra, Sundeep     Native language and the real-time virtual reference interview        -    Full 
2775Mahemdra, Sundeep     Native language and the real-time virtual reference interview        -    Full 
531Mahony, Alan P.   1993  The net and reference services: capture the question  Wilson Library Bulletin   68 October 12 -    Full 
2666Mairn, Chad   2012  Three things you can do today to get your library ready for the mobile experience  Reference Librarian   53 3 263 - 269   Full 
1048Maness, Jack,
Naper, Sarah  
 2008  Assessing Inappropriate Use: Learning from the AskColorado Experience       91 - 102   Full 
532Maness, Jack M.   2008  A linguistic analysis of chat reference conversations with 18-24 year-old college students  The Journal of Academic Librarianship   34 1 31 - 38   Full 
533Maness, Jack M.   2006  Library 2.0: The next generation of web-based library services  Logos   17 3 139 - 145   Full 
534Mann, Thomas   1998  Reference service, human nature, copyright, and offsite service--in a "digital age"?  Reference & User Services Quarterly   38 1 55 - 61   Full 
1003Marcum, Brad   2005  Digital Reference: Stressmaker or Savior?  Kentucy Libraries   69 2 19 - 24   Full 
535Marcum, Melissa   2003  Information around the clock from around the world (global librarian)  Econtent   26 1 12 - 13   Full 
536Mardikian, Jackie,
Kesselman, Martin  
 1995  Beyond the desk: enhanced reference staffing for the electronic library.  Reference Services Review   23 1 21 - 93   Full 
537Mariner, Vince,
Harrison, Lucy  
 2004  Florida's "Ask a Librarian" service: A collaborative success  Florida Libraries   47 1 8 - 9   Full 
538Markgren, Susanne   2006  Digital reference services bibliography  Public Services Quarterly   2 2 194 - 195   Full 
539Markgren, Susanne,
Ascher, Marie T.,
Crow, Suzanne J.,
Lougee-Heimer, Haldor  
 2004  Asked and answered-online: how two medical libraries are using OCLC's questionpoint to answer reference questions.  Medical Reference Services Quarterly   23 1 13 - 28   Full 
540Marsh, Geoffrey   1997  A help desk knowledge database: The first year  Division of Computer Research and Technology, National Institutes of Health      -    Full 
541Marsteller, Matt,
Neuhaus, Paul  
 2001  The chat reference experience at Carnegie Mellon University        -    Full 
542Marsteller, Matthew R.,
Mizzy, Danianne  
 2003  Exploring the synchronous digital reference interaction for query types question negotiation, and patron response.  Internet Reference Services Quarterly   8 1/2 149 - 165   Full 
543Marsteller, Matthew R.,
Schmitt-Marsteller, Jackie  
 2003  Opportunities for real-time digital reference service  The Reference Librarian   38 79/80 163 - 181   Full 
544Martin, Julie   2003  Ask a librarian virtual reference services at the Boeing library.  Internet Reference Services Quarterly   8 1/2 127 - 135   Full 
545Martin, Kristen E.   2001  Analysis of remote reference correspondence at a large academic manuscripts collection  The American Archivist   64 1 17 - 42   Full 
1193Marvin, Stephen   2003  Discovering corporate virtual reference services  Information Outlook   7 9 20 - 22, 25-26   Full 
546Marvin, Stephen   2002  Discovering corporate virtual reference: What sources are available?  The Bottom Line   15 2 79 - 83   Full 
2697Matheson, Scott   2004  Library LAWLINE: Collaborative virtual reference in a special library consortium  Reference Librarian    85 101 - 114   Full 
547Matheson, Stephen   2004  Library LAWLINE: Collaborative virtual reference in a special library consortium.  The Reference Librarian   41 85 101 - 114   Full 
548Mathews, Brian,
Primack, Alice,
Viggiano, Rachel G.,
Whitley, Kathy  
 2001  Real-time reference round up        -    Full 
1039Matrin, Robert S.   2004  Virtual Services for Real People: Building and Sustaining a Knowlege Society       221 - 233   Full 
549Matson, Lisa Dallape,
Bonski, David J.  
 1997  Do digital libraries need librarians? an experimental dialog  Online      -    Full 
2762Matteson, Miriam L.,
Salamon, Jennifer,
Brewster, Lindy  
 2011  A systematic review of research on live chat service  Reference & Users Services Quarterly   51 2 172 - 190   Full 
550Maxey-Harris, Charlene   2003  Chat reference service pilot  Nebraska Library Association Quarterly   34 2 6 - 8   Full 
1153Maximiek, Sarah,
Rushton, Erin,
Brown, Elizabeth  
 2010  Coding into the great unknown: Analyzing instant messaging session transcripts to identify user behaviors and measure quality of service  College & Research Libraries   71 4 361 - 373   Full 
551Maxwell, Nancy Kalikow   2004  The seven deadly sins of library technology  American Libraries   35 8 40 - 42   Full 
552Maxwell, Nancy Kalikow   2002  Establishing and maintaining live online reference service  Library Technology Reports   38 4 1 - 87   Full 
553Maxymuk, John   2002  The investment in providing virtual reference: What sources are available?  The Bottom Line   15 2 79 - 83   Full 
554McBain, Ian,
Rowe, Tanya  
 2001  Help for students and profile for the library: the webCT student helpdesk at Flinders University library        -    Full 
555McClellan, Cynthia S.   2003  Live reference in an academic health sciences library: the Q and A NJ experience at the University of Medicine and Dentistry of New Jersey Health Sciences lLbrary at Stratford  Internet Reference Services Quarterly   8 1/2 117 - 126   Full 
556McClennen, Michael,
Memmott, Patricia  
 2001  Roles in digital reference  Information Technology and Libraries   20 3 143 - 148   Full 
557McClure, Charles R.,
Lankes, R. David  
 2001  Assessing quality in digital reference services: A research prospectus.  Information Institute of Syracuse      -    Full 
558McClure, Jennifer   2005  Live virtual reference and the database dilemma  The Southeastern Librarian   53 1 11 - 16   Full 
559McCuliey, Lucretia,
Reinauer, Olivia  
 2006  Connecting with AIM: the search for a virtual reference niche  College & Undergraduate Libraries   13 4 43 - 54   Full 
560McGeachin, Robert B.   1999  Videoconferencing and remote application sharing for distant reference service  The Reference Librarian   31 65 51 - 60   Full 
561McGill, Lou   2002  Global chat: Web-based inquiries at the University of Leicester       87 - 98   Full 
1182McGlamery, Susan   2010  Ask it locally, get answers globally: 24/7 reference and the QuestionPoint community  Refer   26 2 2 - 5   Full 
562McGlamery, Susan   2001  Creating a consortial chat and collaborative browsing service        -    Full 
563McGlamery, Susan   2000  "Pushing" reference        -    Full 
564McGlamery, Susan,
Coffman, Steve  
 2000  Moving reference to the web  Reference & User Services Quarterly   39 4 380 - 387   Full 
565McGlamery, Susan,
Coffman, Steve  
 2000  Moving reference to the web       181 - 195   Full 
2703McGranahan, Jamen   2005  Virtual reference  Library Mosaics   16 4 16 -    Full 
566McGraw, Kathleen A.,
Heiland, Jennifer,
Harris, Julianna C.  
 2003  Promotion and evaluation of a virtual reference service  Medical Reference Services Quarterly   22 2 41 - 56   Full 
567McInerney, Claire R.   1999  Working in the virtual office: Providing information and knowledge to remote workers  Library & Information Science Research   21 1 69 - 89   Full 
568McKee, Mary Beth   1995  A day in the life of a virtual librarian  School Library Journal   41  30 - 33   Full 
3061McKewan, Jaclyn   2017  Needs and results in virtual reference transactions: A longitudinal study  The Reference Librarian   58 3 179 - 189   Full 
569McKim, Joshua G.   2000  An analysis of the management of Email reference services in public university archive and manuscript collections        -    Full 
570Mckinzie, Steve   2002  Digital reference: A new library paradigm or the Emperor's New Clothes  Against the Grain   14 4 34 - 38   Full 
571Mckinzie, Steve,
Lauer, Jonathon D.  
 2002  Virtual reference: Overrated, inflated and not real  Charleston Advisor   4 2  -    Full 
572McLaren, Scott   2001  Virtual reference: A tired idea already?  The Courier   38 4  -    Full 
573McLean, Michelle   1999  Expanding library service beyond the walls  Australasian Public Libraries and Information Services   12 3 97 - 104   Full 
1176McMaster, Carol,
Wells, Judith,
Cefai, Jenny,
Smith, Matthew  
 2010  Library questions? Ask us! Embarking on virtual reference at Anglia Ruskin University  SCONUL Focus    48 19 - 22   Full 
574McMillan, Gail     The digital library: Without a soul can it be a library?        -    Full 
1002Meert, Deborah L.,
Given, Lisa M.  
 2009  Measuring Quality in Chat Reference Consortia: A Comparative Analysis Of Reponses to Users' Queries  College & Research Libraries   70 1 71-84 -    Full 
1081Meert, Deborah L.,
Given, Lisa M.  
 2009  Measuring Quality in Chat Reference Consortia: A Comparative Analysis of Responses to Users' Queries  College & Research Libraries   70 1 71 - 84   Full 
2695Mehra, Bharat,
& Braquet, Donna  
 2011  Progressive LGBTQ reference: Coming out in the 21st century  Reference Services Review   39 3 401 - 422   Full 
575Meloche, Joseph A.   2000  The importance of digital reference in supporting critical thinking in distance education        -    Full 
2711Melrose, Elizabeth   2009  The virtues of face-to-face and virtual reference  Library & Information Update     29 -    Full 
576Mendelsohn, Jennifer   1997  Perspectives on quality reference service in an academic library: A qualitative study  Reference & User Services Quarterly   36 4 544 - 557   Full 
577Meola, Marc,
Stormont, Sam  
 2002  Starting and Operating Live Virtual Reference Services: A How-To-Do-It Manual for Librarians        -    Full 
578Meola, Marc,
Stormont, Sam  
 1999  Real-time reference service for the remote user: From the telephone and electronic mail to internet chat, instant messaging, and collaborative software.  The Reference Librarian   67/68  29 - 40   Full 
579Mercer, Prue     Reference: The first and last frontier        -    Full 
2791Meredith, William   2013  Web-Scale search and virtual reference service:How summon Is impacting reference question complexity and reference service delivery  Internet Reference Services Quarterly   18 1 1 - 13   Full 
2796Meredith, William   2013  Web-Scale search and virtual reference service:How summon Is impacting reference question complexity and reference service delivery  Internet Reference Services Quarterly   18 1 1 - 13   Full 
580Mervar, Dana,
Loving, Matthew  
 2005  Chatting about QuestionPoint and Docutek  The Southeastern Librarian   53 1 4 - 6   Full 
2815Meserve, H. C.,
Belanger, S. E.##Bowlby, J.,
Rosenblum, L.  
 2009  Developing a model for reference research statistics: Applying the \'warner model\' of reference question classification to streamline research services  Reference & Users Services Quarterly    3 247 -    Full 
2824Meserve, H. C.,
Belanger, S. E.##Bowlby, J.,
Rosenblum, L.  
 2009  Developing a model for reference research statistics: Applying the \'warner model\' of reference question classification to streamline research services  Reference & Users Services Quarterly    3 247 -    Full 
2844Meserve, H. C.,
Belanger, S. E.##Bowlby, J.,
Rosenblum, L.  
 2009  Developing a model for reference research statistics: Applying the \'warner model\' of reference question classification to streamline research services  Reference & Users Services Quarterly    3 247 -    Full 
2869Meserve, H. C.,
Belanger, S. E.##Bowlby, J.,
Rosenblum, L.  
 2009  Developing a model for reference research statistics: Applying the \'warner model\' of reference question classification to streamline research services  Reference & Users Services Quarterly    3 247 -    Full 
2905Meserve, H. C.,
Belanger, S. E.##Bowlby, J.,
Rosenblum, L.  
 2009  Developing a model for reference research statistics: Applying the \'warner model\' of reference question classification to streamline research services  Reference & Users Services Quarterly    3 247 -    Full 
2943Meserve, H. C.,
Belanger, S. E.##Bowlby, J.,
Rosenblum, L.  
 2009  Developing a model for reference research statistics: Applying the \'warner model\' of reference question classification to streamline research services  Reference & Users Services Quarterly    3 247 -    Full 
2982Meserve, H. C.,
Belanger, S. E.##Bowlby, J.,
Rosenblum, L.  
 2009  Developing a model for reference research statistics: Applying the \'warner model\' of reference question classification to streamline research services  Reference & Users Services Quarterly    3 247 -    Full 
3022Meserve, H. C.,
Belanger, S. E.##Bowlby, J.,
Rosenblum, L.  
 2009  Developing a model for reference research statistics: Applying the \'warner model\' of reference question classification to streamline research services  Reference & Users Services Quarterly    3 247 -    Full 
2814Meserve, H. C.,
Belanger, S. E.,
Bowlby, J.,
Rosenblum, L.  
 2009  Developing a model for reference research statistics: Applying the \'warner model\' of reference question classification to streamline research services  Reference & Users Services Quarterly    3 247 -    Full 
2823Meserve, H. C.,
Belanger, S. E.,
Bowlby, J.,
Rosenblum, L.  
 2009  Developing a model for reference research statistics: Applying the \'warner model\' of reference question classification to streamline research services  Reference & Users Services Quarterly    3 247 -    Full 
2843Meserve, H. C.,
Belanger, S. E.,
Bowlby, J.,
Rosenblum, L.  
 2009  Developing a model for reference research statistics: Applying the \'warner model\' of reference question classification to streamline research services  Reference & Users Services Quarterly    3 247 -    Full 
2868Meserve, H. C.,
Belanger, S. E.,
Bowlby, J.,
Rosenblum, L.  
 2009  Developing a model for reference research statistics: Applying the \'warner model\' of reference question classification to streamline research services  Reference & Users Services Quarterly    3 247 -    Full 
2904Meserve, H. C.,
Belanger, S. E.,
Bowlby, J.,
Rosenblum, L.  
 2009  Developing a model for reference research statistics: Applying the \'warner model\' of reference question classification to streamline research services  Reference & Users Services Quarterly    3 247 -    Full 
2942Meserve, H. C.,
Belanger, S. E.,
Bowlby, J.,
Rosenblum, L.  
 2009  Developing a model for reference research statistics: Applying the \'warner model\' of reference question classification to streamline research services  Reference & Users Services Quarterly    3 247 -    Full 
2981Meserve, H. C.,
Belanger, S. E.,
Bowlby, J.,
Rosenblum, L.  
 2009  Developing a model for reference research statistics: Applying the \'warner model\' of reference question classification to streamline research services  Reference & Users Services Quarterly    3 247 -    Full 
3021Meserve, H. C.,
Belanger, S. E.,
Bowlby, J.,
Rosenblum, L.  
 2009  Developing a model for reference research statistics: Applying the \'warner model\' of reference question classification to streamline research services  Reference & Users Services Quarterly    3 247 -    Full 
2624Meserve, Harry C.,
Belanger, Sandra E.,
Bowlby, Joan,
Rosenblum, Lisa  
 2009  Developing a model for reference research statistics: Applying the "Warner Model" of reference question classification to streamline research services  Reference & User Services Quarterly   48 3 247 - 258   Full 
581Mess, John A.   2001  "I want an expert, not a librarian": expert advisory services, library reference, and knowledge economics on the internet.  Internet Reference Services Quarterly   6 1 49 - 67   Full 
2620Meulemansa, Yvonne Nalani ,
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 2010  From a distance: Robust reference service via instant messaging  Journal of Library & Information Services in Distance Learning   4 1/2 3 - 17   Full 
583Mid-Illinois Talking Book Center   2003  InfoEyes: Digital reference and electronic resource instruction for visually impaired        -    Full 
582Middleton, Michael   2000  Self service: What is the function of the new intermediary?        -  Link  Full 
585Miksa, Francis L.   1996  The cultural legacy of the "modern library" for the future        -  Link  Full 
586Miksa, Francis L.,
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 1994  Intellectual realities and the digital library        -  Link  Full 
1144Miller, William   2010  Handheld techologies for reference librarianship  Reference Librarian   51 4 255 -    Full 
587Miller, Paul   2006  Coming together around Library 2.0: A focus for discussion and a call to arms  D-Lib Magazine   12 4  -    Full 
588Missingham, Roxanne   2001  Digital libraries: Constructing a value in the digital age for libraries and clients        -  Link  Full 
589Missingham, Roxanne   2001  Virtual reference: online questions and answers  Gateways   49   -    Full 
590Missingham, Roxanne   2000  Report on the virtual reference desk conference october 2000  D-Lib Magazine   6 12  -  Link  Full 
591Missingham, Roxanne   2000  Virtual services for virtual readers: Reference reborn in the e-library        -    Full 
592Missingham, Roxanne   1999  Where in the world is all the information? A national reference service: New opportunities        -    Full 
2556Mitchell, Megan S.,
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Starkey, Jennifer M.,
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 2011  Paradigm shift in reference services at the Oberlin College library: A case study  Journal of Library Administration   54 4 359 - 374   Full 
593Mizzy, Danianne   2005  Yours, mine, and ours: Reinventing reference at San Jose  College & Research Libraries News   66 8 598 - 599   Full 
594Mizzy, Danianne,
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 2003  Stocking the virtual ready reference collection  The Reference Librarian   38 79/80 67-99 -    Full 
595Moeller, Sherry Engle   2003  Ask a Librarian: An analysis of an e-mail reference service at a large academic library  Internet Reference Services Quarterly   8 3 47 - 61   Full 
2750Mon, Lorri M.   2012  Professional avatars: Librarians and educators in virtual worlds  Journal of Documentation   68 3 318 - 329   Full 
2542Mon, Lorri   2011  Ipl2 Institute on the future of reference and its impact on LIS education  Reference Librarian   52 4 281 - 283   Full 
2744Mon, Lorri   2006  Digital reference and ubiquitous computing in the classroom  Knowledge Quest   34 3 20 - 23   Full 
2516Mon, Lorri,
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 2008  Remote reference in U.S. public library practice and LIS education  Journal of Education for Library & Information Science   49 3 180 - 194   Full 
2673Mon, Lorri,
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 2009  The geography of virtual questioning?  Library Quarterly   79 4 393 - 420   Full 
1071Mon, Lorri,
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 2009  On the Boundaries of Reference Services: Questioning and Library 2.0  Journal of Education for Library and Information Science   50 3 164 - 175   Full 
597Mon, Lorri M.   2006  User perceptions of digital reference services        -    Full 
596Mon, Lorri   2000  Digital reference service  Government Information Quarterly   17 3 309 - 318   Full 
997Mon, Lorri,
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 2009  The Geography of Virtual Questioning  The Library Quarterly   79 4 393 - 420   Full 
598Mon, Lorri,
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 2007  The thank you study  Reference & User Services Quarterly   46 4 53 - 59   Full 
3062Montavol, Marilyn   2016  Virtual reference services in a Caribbean academic library: Helping users serve themselves  The Reference Librarian   57 1 23 - 34   Full 
599Moody, Marilyn K.   2000  Sell a shirt, answer a reference question: reference services in the year 2000  Internet Reference Services Quarterly   5 1 1 - 3   Full 
600Moore, Amanda   1998  As I sit studying: WWW-based reference services  Internet Reference Services Quarterly   3 1 29 - 36   Full 
601Moore, Mary,
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 2004  Using and automated knowledge agent for reference and customer service  Journal of the Medical Library Association   92 2 271 - 273   Full 
1156Morais, Yasmin,
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 2010  A content analysis of chat transcripts in the Georgetown Law Library  Legal Reference Services Quarterly   29 3 165 - 178   Full 
602Moran, Caitlin   2008  Library for hire: Johns Hopkins U sells services to an online college  Chronicle of Higher Education    December 10  -    Full 
603Morgan, Eric Lease   1996  See You See a Librarian final report        -    Full 
1038Morin, Alison C.   2004  Approaching Best Practices and Guildelines for Digital Reference       185 - 198   Full 
604Moss, Molly M.   1997  Reference services for remote users  Katharine Sharp Review   5   -    Full 
605Moyo, Lesley M.   2006  Virtual reference services and instruction: An assessment  The Reference Librarian   46 95 213 - 230   Full 
606Moyo, Lesley M.   2002  Reference anytime anywhere: Towards virtual reference services at Penn State  The Electronic Library   20 1 22 - 28   Full 
1225Mu, Xiangming,
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 2011  A survey and empirical study of virtual reference service in academic libraries  Journal of Academic Librarianship   37 2 120-129 -    Full 
607Munro, Karen,
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 2003  A hitchhiker's guide to chat  OLA Quarterly   9 2 2 - 6   Full 
1143Murphy, Joe   2010  Management models and considerations for virtual reference  Science & Technology Libraries   29 1/2 176 - 180   Full 
2652Murphy, Joe   2010  Using mobile devices for research: smartphones, databases, and libraries  Online   34 3 14 - 18   Full 
1101Murphy, Sarah Anne   2009  Leveraging Lean Six Sigma to Culture, Nurture, and Sustain Assessment and Change in the Academic Library Environment  College & Research Libraries   70 3 215 - 225   Full 
1070Murray, Lilia   2010  Stayin' Alive in the Google Age: Adding Custom Search Engines for Better Internet Results       227 - 238   Full 
608Nardi, Bonnie A.   1998  Information ecologies  Reference & User Services Quarterly   38 1 49 - 50   Full 
609Nardi, Bonnie A.,
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 1999  Information Ecologies: Using Technology with Heart       232 -    Full 
610Nardi, Bonnie A.,
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 1999  Special issue with excerpts from: Information ecologies: Using technology with heart  FirstMonday   4 5 1 -    Full 
611Nast, Philip   1999  Presentation summary and evaluation results        -    Full 
612National Information Standards Organization   2001  Report on the NISO workshop on networked digital reference services        -  Link  Full 
2718Naylor, Sharon,
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 2008  Why isn't our chat reference used more? Finding of focus group discussions with undergraduate students  Reference & Users Services Quarterly   47 4 342 - 354   Full 
613Naylor, Sharon,
Stoffel, Bruce,
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 2008  Why isn't our chat reference used more? Findings of focus group discussions with undergraduate students  Reference & User Services Quarterly   47 4 342 - 354   Full 
614Neale, Jane C.   2002  Virtual reference services: Part 1 types of virtual reference  Nylink Connection   3 4 7 - 8   Full 
615Neale, Jane C.   2002  Virtual reference services: Part 2 types of virtual reference  Nylink Connection   4 1 15 - 16   Full 
616Neale, Jane C.   2002  Virtual reference services: Part 3 types of virtual reference  Nylink Connection   4 2 22 - 23   Full 
617Needham, Gill,
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 2002  The Online Personal Academic Librarian (OPAL): A virtual librarian for a virtual student community       99 - 108   Full 
618Neff, Paul   1995  Virtual librarianship: Expanding adult services with the world wide web  RQ   35 2 169 - 172   Full 
619Neuhaus, Paul,
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 2003  Privacy and confidentiality in digital reference  Reference & User Services Quarterly   43 1 26 - 36   Full 
2719Newton Miller, Laura   2010  Quality of online chat reference answers differ between local and consortium library staff: Providing consortium staff with more local information can mitigate these differences  Evidence Based Library & Information Practice   5 1 132 - 134   Full 
1068Ng, Judy,
Shin, Ivry Lee Huey,
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 2010  You Virtually Can't Miss Us: Harnessing Virtual Tools to Enhance the Quality of Our Reference Services       203 - 214   Full 
2742Nicholas, Pauline   2011  Creating a digital reference agenda for academic libraries in Jamacia: An exploratory case study  Libri: International Joural of Libraries & Information Services   61 4 258 - 280   Full 
1180Nicholas, Pauline   2010  Desk to the desktop - - digital reference service leveraging educational assistance in distance learning: Implications for Jamaica  Journal of Library & Information Services in Distance Learning   4 1/2 18 - 29   Full 
620Nichols, David M.,
Twidale, Michael B.  
 1999  Computer supported cooperative work & libraries  Vine   109  10 - 15 Link  Full 
621Nichols, David M.,
Twidale, Michael B.,
Paice, Chris D.  
 1997  Recommendation and usage in the digital library        -  Link  Full 
1023Nicholson, Scott,
Lankes, R. David  
 2006  Creating the Infrastructure for Digital Reference Research: Examining the Digital Reference Electronic Warehouse (DREW) Project       109 - 129   Full 
622Nicholson, Scott   2005  A framework for technology selection in a web-based distance eductation environment: Supporting community-building through richer interaction opportunities  Journal of Education for Library and Information Science   46 3 217 - 233   Full 
623Nicholson, Scott,
Lankes, R. David  
 2007  The digital reference electronic warehouse project  Reference & User Services Quarterly   46 3 45 - 59   Full 
2654Nicol, Erica Carlson,
Crook, Linda  
 2012  Now it's necessary: Virtual reference services at Washington State University, Pullman  The Journal of Academic Librarianship      -    Full 
624Nilsen, Kirsti   2006  Comparing users' perspectives of in-person and virtual reference  New Library World   107 3 91 - 104   Full 
625Nilsen, Kirsti   2005  Virtual versus face-to-face reference  Refer   21 3 12 - 19   Full 
626Nilsen, Kirsti   2004  The library visit study: User experiences at the virtual reference desk  Information Research   9 2  -  Link  Full 
627Nilsen, Kirsti,
Ross, Catherine Sheldrick  
 2006  Evaluating virtual reference from the users' perspective  The Reference Librarian   46 95 53 - 79   Full 
2671Nolen, David S.,
Powers, Amanda Clay,
Zhang, Li,
Xu, Yue,
Cannady, Rachel E.,
Li, Judy  
 2012  Moving beyong assumptions: The use of virtual reference data in an academic library  Libraries of the Academy   12 1 23 - 40   Full 
628Noreault, Terry   1999  Real-Time Reference for Undergraduate Students in Science, Mathematics and Engineering. Grant Proposal        -    Full 
629Novotny, Eric   2001  Evaluating electronic reference services: Issues, approaches and criteria  The Reference Librarian   35 74 103 - 120   Full 
630Novotny, Eric,
Rimland, Emily  
 2007  Using the Wisconsin-Ohio Reference Evaluation Program (WOREP) to improve training and reference services  The Journal of Academic Librarianship   33 3 382 - 392   Full 
1014Nummien, Piritta,
Vakkari, Pertti  
 2009  Question Types in Public Libraries' Digital Reference Service in Finland: Comparing 1999 and 2006  Journal of the American Society For Information Science And Technology   60 6 1249 - 1257   Full 
1083Numminen, Piritta,
Vakkari, Pertti  
 2009  Question Types in Public Libraries' Digital Reference Service in Finland: Comparing 1999 and 2006  Journal of the American Society for Information Science and Technology   60 6 1249 - 1257   Full 
631Numminen, Piritta,
Vakkari, Pertti  
 2009  Question types in public libraries' digital reference service in Finland: Comparing 1999 and 2006  Journal of the American Society for Information Science and Technology   60 6 1249 - 1257   Full 
1194O'Leary, Mick   2003  QuestionPoint fortifies libraries in Internet age  Online   27 3 70 - 72   Full 
636O'Leary, Mick   2003  QuestionPoint fortifies libraries in internet age  Online   27 3 70 - 72   Full 
1195O'Neill, Nancy   1999  E-mail reference service in the public library: A virtual necessity  Public Libraries   38 5 302 - 303, 305   Full 
639O'Neill, Nancy   1999  E-mail reference service in the public library: A virtual necessity  Public Libraries   38 5 302 - 303; 305   Full 
640O'Neill, Nancy     Digital reference in a public library.        -    Full 
1135Oakleaf, Megan,
VanScoy, Amy  
 2010  Instructional strategies for digital reference: Methods to facilitate student learning  Reference & User Services Quarterly   49 4 380 - 390   Full 
2583OCLC   2011  OCLC releases new membership research report: Seeking Synchronicity: Revelations and Recommendations for Virtual Reference        -    Full 
632OCLC   2008  Introducing Qwidget, the new QuestionPoint chat widget        -    Full 
633Oder, Norman   2005  UK offers free 24/7 reference  Library Journal   130 12 22 -    Full 
634Oder, Norman   2001  Digital reference needs metrics  Library Journal   126 20 16 - 17   Full 
635Oder, Norman   2001  The shape of e-reference  Library Journal   126 2 46 - 50   Full 
1043Ogbaa, Clara,
Fisher, Lorin Flores,
Ancelet, Lisa  
 2008  Implementing VR on the Fly: Staff Motivation and Buy-In       27 - 33   Full 
1141Ola, Christopher Olumuyiwa   2010  Reference service delivery system in West Africa: Limitations and prospects as seen from Kenneth Dike Library, University of Ibadan, Nigeria  Internet Reference Services Quarterly   15 2 97 - 106   Full 
637Olivares, Olivia   2004  Helping you buy: Virtual reference systems  Computers in Libraries   24 5 25 - 25   Full 
638Olkowski, Stacy   2001  Ask a librarian live: Using chat technology to expand remote reference services in an academic business library        -    Full 
1136Olszewski, Lawrence,
Rumbaugh, Paula  
 2010  An international comparison of virtual reference services  Reference & User Services Quarterly   49 4 360 - 380   Full 
641Orbis Virtual Reference Task Force   2002  Report to Orbis Council        -  Link  Full 
1190Oregon State Library   2002  Establishing e-reference services for Oregon: Proposal and recommendations        -  Link  Full 
642Ormes, Sarah   1998  Public libraries corner: Ask a librarian  Ariadne      -  Link  Full 
643Ormes, Sarah   1998  You only had to ask  Library Technology   3 2 39 - 40   Full 
644Osman, Gihan,
Herring, Susan C.  
 2007  Interaction, facilitation, and deep learning in cross-cultural chat: A case study  The Internet and Higher Education   10 2 125 - 141   Full 
2536Otto, Justin,
Munson, Doris  
 2012  Leveraging OpenURL click-though statistics to study user behavior       307 - 319   Full 
2545Ovadia, Steven   2011  Quora.com: Another place for users to ask questions  Behavioral & Social Sciences Librarian   30 3 176 - 180   Full 
645Ovadia, Steven   2003  Real-time chat reference and the importance of text- chat  The Reference Librarian   38 79 157 - 161   Full 
646Owen, David J.   2000  The best of both worlds: Building a virtual reference services for integrative medicine        -    Full 
2800Owens, Tammi M.   2014  Communication, face saving, and anxiety at an academic library\'s virtual reference service  Internet Reference Services Quarterly   18 2 139 - 168   Full 
647Owens, Patricia L.   2002  Washington State Library statewide virtual reference project Focus Group results: March 2002        -  Link  Full 
648Ozkaramanli, Eylem   2005  Librarians' perceptions of quality digital reference services by means of critical incidents        -    Full 
2707Pace, Andrew K.   2003  Virtual reference: What's in a name?  Computers in Libraries   23 4 55 - 56   Full 
649Pace, Andrew K.   2003  Virtual reference: What's in a name?  Computers in Libraries   23 4 55 - 56   Full 
650Pace, Andrew K.   2001  Distance learning service: It's closer than you think  Computers in Libraries   21 4 49 -    Full 
651Pack, Thomas   1996  A guided tour of the Internet Public Library  Database Magazine   19 5 52 - 56   Full 
652Pagell, Ruth A.   1996  The virtual reference librarian: Using desktop videoconferencing for distance reference  The Electronic Library   14 1 21 - 26   Full 
653Pal, Gabriel,
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 1989  Providing eectronic library reference service: Experiences from the Indonesia-Canada tele-education project  The Journal of Academic Librarianship   15 5 274 - 278   Full 
654Palmer, Susan Szasz   1999  Creating our roles as reference librarians of the future: Choice or fate?        -    Full 
655Papandrea, Virginia A.   1998  Managing reference services in the electronic age: A competing values approach to effectiveness  The Reference Librarian   28 60 111 - 126   Full 
1007Park, Jung-ran   2008  Linguistic Politeness and Face-Work in Computer-Mediated Communication, Part 1: A Theoretical Framework  Journal of the American Society for Information Science and Technology   59 13 2051 - 2059   Full 
1008Park, Jung-ran   2008  Linguistic Politeness and Face-Work in Computer-Mediated Communication, Part 2: An Application of the Theoretical Framework  Journal of the American Society for Information Science and Technology   59 14 2199 - 2209   Full 
1186Park, Jung-ran,
Li, Guisu,
Burger, Amy  
 2010  Opening and closing rituals of the virtual reference service of the Internet Public Library  Journal of Documentation   66 6 807 - 823   Full 
656Park, Jung-ran   2007  Interpersonal and affective communication in synchronous online discourse  The Library Quarterly   77 2 133 - 155   Full 
657Parker, Sandi K.,
Johnson, E. Diane  
 2003  The region 4 collaborative virtual eeference project  Medical Reference Services Quarterly   22 2 29 - 39   Full 
658Parsad, Basmat,
Lewis, Laurie,
Tice, Peter  
 2008  Distance education at degree-granting postsecondary institutions 2006-2007: First look        -    Full 
659Parsons, Anne Marie   2001  Digital reference: How libraries can compete with Aska services  Digital Library Federation Newsletter   2 1 June 11, 2008 -    Full 
2552Passonneau, Sarah,
Coffey, Dan  
 2011  The role of synchronous virtual reference in teaching and learning: A grounded theory analysis of instant messaging transcripts  College & Research Libraries   72 3 276 - 294   Full 
660Paster, Amy,
Fescemyer, Kathy,
Henry, Nancy  
 2006  Assessing reference using the Wisconsin-Ohio reference evaluation program in academic science library  Issues in Science and Technology Librarianship    46  -  Link  Full 
661Patrick, Susan,
Matthews, Cathy  
 2002  Ask a librarian live; specialist and broad-based reference capacities expanded by new software  College & Research Libraries News   63 4 280 - 281   Full 
662Patterson, Rory   2001  Live virtual reference: more work and more opportunity  Reference Services Review   29 3 204 - 210   Full 
663Payne, Georgina F.,
Bradbury, David  
 2002  An automated approach to online digital reference: the Open University Library OPAL Project  Program: Electronic Library and Information Systems   36 1 5 - 12   Full 
664Payne, Georgina,
Bradbury, David  
 2001  The OPAL project: Developing an automated online reference system for distance learners  D-Lib Magazine   7 6 June 10, 2008 -  Link  Full 
1145Pearce, Alexa   2010  Text message reference at NYU Libraries  Reference Librarian   51 4 256 - 263   Full 
1150Pearce, Alexa,
Collard, Scott,
Whatley, Kara  
 2010  SMS reference: Myths, markers, and modalities  Reference Services Review   38 2 250 - 263   Full 
665Pease, Barbara,
Power, Colleen  
 1994  Reference services for off-campus students and faculty  The Reference Librarian   20 43 43 - 62   Full 
666Pellegrino, Catherine A.   2004  Reference Interview Strategies in Virtual ("Chat") Reference: Effect of Open Questions       1 - 58 Link  Full 
667Penka, Jeffrey T.   2003  The technological challenges of digital reference  D-Lib Magazine   9 2 June 10, 2008 -  Link  Full 
2754Penzhorn, Cecilia   2007  Training for digital reference: A South African experience  Libri: International Joural of Libraries & Information Services   57 2 76 - 83   Full 
668Pereira, Monica   1997  Partners in learning, or reference service unplugged        -    Full 
669Pernat, Marie   1999  Widening the net: Monash University library's flexible, student-centered information services  Australian Academic & Research Libraries   30 3 200 - 211   Full 
2571Peters, Thomas A.   2011  Left to their own devices: The future of reference services on personal, portable information, communication, and entertainment devices  The Reference Librarian   52 1/2 88 - 97   Full 
1196Peters, Thomas A.   2000  Introduction to theme issues on assessing digital library services  Library Trends   49 2 221 - 385   Full 
670Peters, Thomas A.   2002  E-reference: How consortia add value  The Journal of Academic Librarianship   28 4 248 - 250   Full 
671Peters, Thomas A.   2000  Current opportunities for the effective meta-assessment of online reference services  Library Trends   49 2 334 - 349   Full 
672Peters, Tom   2004  Auditory options  Library Journal   129 netConnect Spring 8 - 9   Full 
673Peters, Tom   2001  CIC ORS (online reference services) workshop notes        -    Full 
674Peters, Tom,
Bell, Lori  
 2006  Hello IM, Goodbye TTY  Computers in Libraries   26 5 18 - 21   Full 
675Peters, Tom,
Bell, Lori  
 2006  Virtual reference services for the print impaired: Separate, but not equal  Computers in Libraries   26 10 24 - 27   Full 
676Peters, Tom,
Bell, Lori,
Ruda, Sharon,
Sussman, Diane Brawley  
 2004  InfoEyes: A virtual reference service for the visually impaired  Library Hi Tech News   21 6 5 - 11   Full 
677Peterson, Lorna   2000  Definitions of personal assistance in the new millennium: Philosophical explorations of virtual reference service       37 - 46   Full 
678Philip, Brenda   1997  Mayihelpyou@theelectronicreferencedesk?: An examination of the past, present and future of electronic mail reference service        -    Full 
679Pierce, Jennifer Burek   2002  Digital discomfort? "Get over it," says McClure  American Libraries   33 5 45 -    Full 
1184Ping, Situ   2010  Onsite reference: The only way to deliver user-centered services?  Journal of East Asian Libraries    151 28 - 33   Full 
2670Pinto, Maria,
Manso, Ramon A.  
 2012  Virtual reference services: Defining the criteria and indicators to evaluate them  Electronic Library   30 1 51 - 69   Full 
1162Platt, Jessica,
Benson, Pete  
 2010  Improving the virtual reference experience: How closely do academic libraries adhere the RUSA guidelines?  Journal of Library & Information Services in Distance Learning   4 1/2 30 - 42   Full 
680Plumb, Abigail Leah   2004  The Internet Public Library as a teaching tool for shockingly traditional reference skills  The Reference Librarian   41 85 33 - 41   Full 
681Polanka, Sue   2007  Options for the e-reference collection  Booklist   104 5 84 - 85   Full 
682Polanka, Sue   2006  Options for the e-reference collection  Booklist   103 5 93 - 95   Full 
2514Pomerantz, Jeffery   2011  Identifying reusable resources in digital reference responses  Reference & User Services Quarterly   50 4 366 - 378   Full 
2736Pomerantz, Jeffery   2005  A conceptual framework and open research questions for chat-based reference service  Journal of the American Society for Information Science & Technology   56 2 1288 - 1302   Full 
1029Pomerantz, Jeffery   2004  A Repeated Survey Analysis AskERIC User Survey Data, 1998-2002       11 - 41   Full 
2517Pomerantz, Jeffrey   2007  Evaluation of online reference services  Bulletin of the American Society for Information Science & Technology   34 2 15 - 19   Full 
683Pomerantz, Jeffrey   2006  Collaboration as the norm in reference work  Reference & User Services Quarterly   46 1 45 - 55   Full 
684Pomerantz, Jeffrey   2005  A conceptual framework and open research questions for chat-based reference service  Journal of the American Society for Information Science and Technology   56 12 1288 - 1302   Full 
685Pomerantz, Jeffrey   2004  Factors influencing digital reference triage: A think-aloud study  The Library Quarterly   74 3 235 - 264   Full 
1222Pomerantz, Jeffrey,
Luo, Lili,
McClure, Charles R.  
 2005  NCknows evaluation: Final report  Bulletin of the American Society for Information Science and Technology      -  Link  Full 
686Pomerantz, Jeffrey,
Luo, Lili  
 2006  Motivations and uses: evaluating virtual reference service from the users' perspective  Library & Information Science Research   28 3 350 - 373   Full 
1221Pomerantz, Jeffrey,
Mon, Lorri M.,
McClure, Charles R.  
 2008  Evaluating remote reference service: A practical guide to problems and solutions  Libraries and the Academy   8 1 15 - 30   Full 
687Pomerantz, Jeffrey,
Luo, Lili,
McClure, Charles R.  
 2006  Peer review of chat reference transcripts: Approaches and strategies  Library & Information Science Research   28 1 24 - 48   Full 
688Pomerantz, Jeffrey,
Nicholson, Scott,
Belanger, Yvonne,
Lankes, R. David  
 2004  The current state of digital reference: Validation of a general digital reference model through a survey of digital reference services  Information Processing & Management   40 2 347 - 363   Full 
689Pomerantz, Jeffrey,
Nicholson, Scott,
Lankes, R. David  
 2003  Digital reference triage: Factors influencing question routing and assignment  The Library Quarterly   73 2 103 - 120   Full 
2631Pope, Kitty,
Peters, Tom,
Bell, Lori  
 2009  InfoQuest: Using text messaging to answer reference questions  Library Hi Tech News   26 8 12 - 13   Full 
690Porter, Susan   2003  Chat: from the desk of a subject librarian  Reference Services Review   31 1 57 - 67   Full 
691Portree, Martha,
Evans, R. Sean,
Adams, Tina M.,
Doherty, John J.  
 2008  Overcoming transactional distance: Instructional intent in an e-mail reference service  Reference & User Services Quarterly   48 2 142 - 152   Full 
692Powell, Carol A.,
Bradigan, Pamela S.  
 2001  E-mail reference services: Characteristics and effects on overall reference services at an academic health sciences library  Reference & User Services Quarterly   41 2 170 - 178   Full 
1128Powers, Amanda Clay,
Nolen, David,
Zhang, Li,
Xu, Yue,
Peyton, Gail  
 2010  Moving from the consortium to the reference desk keeping chat and improving reference at the MSU Libraries  Internet Reference Services Quarterly   15 3 169 - 188   Full 
2770powers, Amanda Clay,
Shedd, Julie,
Hill, Clay  
 2011  The role of virtual reference in library web site design: A qualitative source for usage data  Journal of Web Librarianship   5 2 96 - 113   Full 
2781powers, Amanda Clay,
Shedd, Julie,
Hill, Clay  
 2011  The role of virtual reference in library web site design: A qualitative source for usage data  Journal of Web Librarianship   5 2 96 - 113   Full 
693Prestamo, Anne M. Tubbs   2000  If we build it, will they come?       313 - 324   Full 
1197Procter, Rob,
Davenport, Elisabeth,
Goldenberg, Ana  
 1997  Distributed expertise: Remote reference service on a metropolitan area network  The Electronic Library   15 4 271 - 278   Full 
694Procter, Rob,
McKinlay, Andy,
Goldenberg, Ana,
Davenport, Elisabeth,
Burnhill, Peter,
Cannell, Sheila  
 1997  Enhancing community and collaboration in the virtual library  Lecture Notes in Computer Science   1324  25 - 40   Full 
2817Profeta, Pat   2006  Effectiveness of asynchronous reference services for distance learning students within Florida\'s community college system        -    Full 
2826Profeta, Pat   2006  Effectiveness of asynchronous reference services for distance learning students within Florida\'s community college system        -    Full 
2846Profeta, Pat   2006  Effectiveness of asynchronous reference services for distance learning students within Florida\'s community college system        -    Full 
2871Profeta, Pat   2006  Effectiveness of asynchronous reference services for distance learning students within Florida\'s community college system        -    Full 
2907Profeta, Pat   2006  Effectiveness of asynchronous reference services for distance learning students within Florida\'s community college system        -    Full 
2945Profeta, Pat   2006  Effectiveness of asynchronous reference services for distance learning students within Florida\'s community college system        -    Full 
2984Profeta, Pat   2006  Effectiveness of asynchronous reference services for distance learning students within Florida\'s community college system        -    Full 
3024Profeta, Pat   2006  Effectiveness of asynchronous reference services for distance learning students within Florida\'s community college system        -    Full 
695Profeta, Patricia C.   2007  Effectiveness of asynchronous reference services for distance learning students within Florida's community college system  Community & Junior College Libraries   14 1 35 - 61   Full 
1091Profit, Steven K.   2009  A History of the Developments in Virtual Reference Services at the College of Charleston Library  Internet Reference Services Quarterly   14 1 3 - 12   Full 
2582Pu, Xiao-hao   2007  Integration of reference services in academic libraries  Journal of Academic Library Information Sciences    4 59 - 61   Full 
696Pulliam, Beatrice R.,
McMullen, Susan  
 2006  RYT: Are you there? A consortium' s switch to IM Reference  College & Undergraduate Libraries   13 4 55 - 70   Full 
697Qayyum, Muhammad Asim   2002  Internet reference services and the help desk: Does the nature of a user's query really change?  Internet Reference Services Quarterly   7 3 16 - 22   Full 
2598QuestionPo   2008, January 8  Introducing Qwidget, the QuestionPoint widget        -    Full 
698Quinn, Todd,
Briggs, Lea  
 2006  Small collaboration, big effort: The realities of a small statewide collaborative virtual reference service  College & Undergraduate Libraries   13 4 97 - 109   Full 
699Quint, Barbara   2004  OCLC acquires 24/7 reference rervices  Information Today News Breaks     June 10, 2008 -    Full 
700Quint, Barbara   2002  The digital library of the future  Information Today   19 7 8 - 12   Full 
701Quint, Barbara   2002  QuestionPoint marks new era in virtual reference  Information Today   19 7 50 - 54   Full 
702Quint, Barbara   2002  Some advice for Google Answers  Information Today   19 6 8 - 12   Full 
1049Rabina, Debbie L.   2008  Meeting the Challenges of Reference Service in a Hybrid Environment: Teaching LIS Students Today       105 - 114   Full 
2896Radford, M. L.,
Connaway, L. S.,
Mikitish, S.,
Alpert, M.,
Shah, C.,
Coo  
 2016  Shared values, new vision: Collaboration and communities of practice in virtual reference and SQA.  Journal of the Association of Information Science and Technology (JASIS&T)      -  Link  Full 
2932Radford, M. L.,
Connaway, L. S.,
Mikitish, S.,
Alpert, M.,
Shah, C.,
Coo  
 2016  Shared values, new vision: Collaboration and communities of practice in virtual reference and SQA.  Journal of the Association of Information Science and Technology (JASIS&T)      -  Link  Full 
2970Radford, M. L.,
Connaway, L. S.,
Mikitish, S.,
Alpert, M.,
Shah, C.,
Coo  
 2016  Shared values, new vision: Collaboration and communities of practice in virtual reference and SQA.  Journal of the Association of Information Science and Technology (JASIS&T)      -  Link  Full 
3009Radford, M. L.,
Connaway, L. S.,
Mikitish, S.,
Alpert, M.,
Shah, C.,
Coo  
 2016  Shared values, new vision: Collaboration and communities of practice in virtual reference and SQA.  Journal of the Association of Information Science and Technology (JASIS&T)      -  Link  Full 
3049Radford, M. L.,
Connaway, L. S.,
Mikitish, S.,
Alpert, M.,
Shah, C.,
Coo  
 2016  Shared values, new vision: Collaboration and communities of practice in virtual reference and SQA.  Journal of the Association of Information Science and Technology (JASIS&T)      -  Link  Full 
2897Radford, M. L.,
Radfo  
 2016          -    Full 
2933Radford, M. L.,
Radfo  
 2016          -    Full 
2971Radford, M. L.,
Radfo  
 2016          -    Full 
3010Radford, M. L.,
Radfo  
 2016          -    Full 
3050Radford, M. L.,
Radfo  
 2016          -    Full 
2522Radford, Marie L.   2012  Leading the reference renaissance: Today's ideas for tomorrow's cutting-edge services        -    Full 
2524Radford, Marie L.   2012  Envisioning and creating reference futures       11 - 16   Full 
1047Radford, Marie L.   2008  Examining Interpersonal Communication in Virtual Reference Encounters: The Library LAWLINE Consortium       77 - 89   Full 
2638Radford, Marie L.   2008  A personal choice: Reference service excellence  Reference & User Services Quarterly   48 2 108 - 115   Full 
1019Radford, Marie L.   2006  Investigating Intepersonal Communication in Chat Reference: Dealing with Impatient Users and Rude Encounters       23 - 44   Full 
2733Radford, Marie L.   2006  Encountering virtual users: A qualitative investigation of interpersonal communication in chat reference  Journal of the American Society for Information Science & Technology   57 8 1046 - 1059   Full 
2788Radford, Marie L.,
& Connaway, Lynn S.  
 2013  Not dead yet! A longitudinal study of query type and ready reference accuracy in live chat IM reference.  Library & Information Science Research   35 1 2 - 13   Full 
2525Radford, Marie L.,
Connaway, Lynn S.  
 2012  Chattin' 'bout my generation: Comparing virtual use of millennials to older adults       35 - 45   Full 
2655Radford, Marie L.,
Connaway, Lynn Silipigni  
 2012  Not dead yet! A longitudinal study of query type and ready reference accuracy in live chat and IM reference  Library & Information Science Research      -    Full 
2601Radford, Marie L.,
Connaway, Lynn Silipigni  
 2010  Digital natives meet digital libraries: Discovering their behaviors and preferences for information seeking        -    Full 
2615Radford, Marie L.,
Connaway, Lynn Silipigni  
 2009  Thriving on theory: A new model for synchronous reference encounters        -    Full 
2639Radford, Marie L.,
Connaway, Lynn Silipigni  
 2008  Cordial connections: Evaluating virtual reference from user, non-user, and librarian perspectives using the Critical Incident Technique        -    Full 
2640Radford, Marie L.,
Connaway, Lynn Silipigni  
 2008  Getting better all the time: Improving communication & accuracy in virtual reference        -    Full 
2599Radford, Marie L.,
Connaway, Lynn Silipigni  
 2005  Seeking synchronicity: Evaluating virtual reference services from user, non-user, and librarian perspectives        -    Full 
2558Radford, Marie L.,
Connaway, Lynn Silipigni,
Confer, Patrick A.,
Sabolcsi-Boros, Susanna,
Kwon, Hannah  
 2011  "Are We Getting Warmer?" Query clarification in live chat virtual reference  Reference & User Services Quarterly   50 3 259 - 279   Full 
2935Radford, Marie L.,
Connaway, Lynn Silipigni,
Mikitish, Stephanie  
 2017  Crowdsourced reference: Steering into uncharted waters?        -  Link  Full 
2973Radford, Marie L.,
Connaway, Lynn Silipigni,
Mikitish, Stephanie  
 2017  Crowdsourced reference: Steering into uncharted waters?        -  Link  Full 
3012Radford, Marie L.,
Connaway, Lynn Silipigni,
Mikitish, Stephanie  
 2017  Crowdsourced reference: Steering into uncharted waters?        -  Link  Full 
3052Radford, Marie L.,
Connaway, Lynn Silipigni,
Mikitish, Stephanie  
 2017  Crowdsourced reference: Steering into uncharted waters?        -  Link  Full 
2790Radford, Marie L.,
Connaway, Lynn Silipigni,
Mikitish, Stephanie,
Alpert, Mark,
Shah, Chirag,
Cooke, Nicole  
 2013  Conceptualizing collaboration and community in virtual reference and social question and answer services  Information Research   19 3 S06 -  Link  Full 
2795Radford, Marie L.,
Connaway, Lynn Silipigni,
Mikitish, Stephanie,
Alpert, Mark,
Shah, Chirag,
Cooke, Nicole  
 2013  Conceptualizing collaboration and community in virtual reference and social question and answer services  Information Research   19 3 S06 -  Link  Full 
1060Radford, Marie L.,
Connway, Lynn Silipigni  
 2010  Getting Better All the Time: Improving Communication and Accuracy in Virtual Reference       39 - 54   Full 
2898Radford, Marie L.,
Kitzie, Vanessa,
Connaway, Lynn Silipigni,
Floegel, Diana  
 2017  "Is it a journal title, or what?" Mitigating microaggressions in virtual reference        -    Full 
2934Radford, Marie L.,
Kitzie, Vanessa,
Connaway, Lynn Silipigni,
Floegel, Diana  
 2017  "Is it a journal title, or what?" Mitigating microaggressions in virtual reference        -    Full 
2972Radford, Marie L.,
Kitzie, Vanessa,
Connaway, Lynn Silipigni,
Floegel, Diana  
 2017  "Is it a journal title, or what?" Mitigating microaggressions in virtual reference        -    Full 
3011Radford, Marie L.,
Kitzie, Vanessa,
Connaway, Lynn Silipigni,
Floegel, Diana  
 2017  "Is it a journal title, or what?" Mitigating microaggressions in virtual reference        -    Full 
3051Radford, Marie L.,
Kitzie, Vanessa,
Connaway, Lynn Silipigni,
Floegel, Diana  
 2017  "Is it a journal title, or what?" Mitigating microaggressions in virtual reference        -    Full 
1057Radford, Marie L.,
Lankes, R. David  
 2010  Reference Renaissance: Current and Future Trends       3 - 316   Full 
2600Radford, Marie L.,
Radford, Gary P.,
Connaway, Lynn Silipigni,
DeAngelis, Jocelyn A.  
 2011  On virtual face-work: An ethnography of communication approach to a live chat reference interaction  The Library Quarterly   81 4 431 - 453   Full 
1012Radford, Marie L.,
Snelson, Pamela  
 2008  Academic Library Research: Perspectives and Current Trends       1 -    Full 
2936Radford, Marie. L.,
Radford,  
 2017  Library conversations: Applying interpersonal communication theory in face-to-face and virtual contexts        -    Full 
2974Radford, Marie. L.,
Radford,  
 2017  Library conversations: Applying interpersonal communication theory in face-to-face and virtual contexts        -    Full 
3013Radford, Marie. L.,
Radford,  
 2017  Library conversations: Applying interpersonal communication theory in face-to-face and virtual contexts        -    Full 
3053Radford, Marie. L.,
Radford,  
 2017  Library conversations: Applying interpersonal communication theory in face-to-face and virtual contexts        -    Full 
703Radford, Marie L.   2006  Encountering virtual users: A qualitative investigation of interpersonal communication in chat reference  Journal of the American Society for Information Science and Technology   57 8 1046 - 1059   Full 
704Radford, Marie L.   2006  Interpersonal communication in chat reference: Encounters with rude and impatient users       41 - 73   Full 
705Radford, Marie L.   2005  Virtual dialogs: Relational communication in chat reference encounters  Conference Papers International Communication Association 2005 Annual Meeting     1 - 38   Full 
706Radford, Marie L.,
Connaway, Lynn Silipigni  
 2007  "Screenagers" and live chat reference: Living up to the promise  Scan   26 1 31 - 39   Full 
707Radford, Marie L.,
Kern, M. Kathleen  
 2006  A multiple-case study investigation of the discontinuation of nine chat reference services  Library & Information Science Research   28 4 521 - 547   Full 
708Radford, Marie L.,
Mon, Lorri  
 2008  Reference service in face-to-face and virtual environments       1 - 47   Full 
1118Ralph, Lynette   2009  If you build it they may not come: the case of QuestionPoint  Electronic Journal of Academic and Special Librarianship   10 2  -  Link  Full 
2668Ramos, Marian S.,
Abrigo, Christine M.  
 2012  Reference 2.0 in action: An evaluation of the digital reference services in selected Philippine academic libraries  Library Hi Tech News   29 1 8 - 20   Full 
709Ramsay, Karen M.,
Kinnie, Jim  
 2006  The embedded librarian  Library Journal   131 6 34 - 35   Full 
710Rapple, Brendan A.   1997  The electronic library: New roles for librarians  Cause/Effect   20 1 June 10, 2008 -    Full 
711Rees, Joshua   2000  Untitled  San Jose State university school of library and information science      -  Link  Full 
712Reference and User Services Association   2007  Guidelines for the development and promotion of multilingual collections and services  Reference & User Services Quarterly   47 2 198 - 200   Full 
713Reference and User Services Association   2004  Guidelines for Behavioral Performance of Reference and Information Service Providers        -    Full 
714Regan, Caroline   2001  Virtual reference: 24 x 7 in your library/information center  Online Currents   16 7  -    Full 
715Reger, Nancy K.   1998  Redefining reference services: Transitioning at one public library  Reference & User Services Quarterly   38 1 73 - 75   Full 
1115Reichardt, Randy   2003  Does your library offer remote reference and information services?        -    Full 
1167Resnick, Taryn   2009  Core competencies for electronic resource access services  Journal of Electronic Resources in Medical Libraries   6 2 101 - 122   Full 
1171Resnick, Taryn,
Clark, Dennis T.  
 2009  Evolution of electronic resources support: Is virtual reference the answer?  Library Hi Tech   27 3 357 - 371   Full 
1155Resnick, Taryn,
Ugaz, Ana,
Burford, Nancy  
 2010  E-resource helpdesk into virtual reference: Identifying core competencies  Reference Services Review   38 3 347 - 359   Full 
716Rettig, James   2003  Technology, cluelessness, anthropology, and the memex: the future of academic reference service  Reference Services Review   31 1 17 - 21   Full 
717Richardson Jr., John V.   2002  The current state of research on reference transactions     Volume 26  175 - 230   Full 
718Richardson Jr., John V.   2000  Millennium research agenda project: Reference services  The Library Quarterly   70 1 vii -    Full 
719Richardson Jr., John V.   1998  Question Master: An evaluation of a web-based decision-support system for use in reference environments  College & Research Libraries   59  29 - 37   Full 
1199Richardson, Joanna,
Fletcher, Janet,
Hunter, Alison,
Westerman, Philippa  
 2000  "AskA" electronic reference: Strategies for creating effective query services       12 - 17 Link  Full 
720Richardson, Joanna,
Fletcher, Janet,
Hunter, Alison,
Westerman, Philippa  
 2000  "AskA" Electronic reference: Strategies for creating effective query services        -    Full 
721Rieh, Soo Young   1999  Changing reference service environment: A review of perspectives from managers, librarians, and users  The Journal of Academic Librarianship   25 3 178 - 186   Full 
722Rigby, Alison,
Zhang, Susan,
Smithers, Amanda  
 2006  Digital reference: Key performance indicators  inCite   27 6 7 -    Full 
1046Rios, Gabriel R.   2008  The Evolving Role of Reference Librarians in the Health Sciences Environment       69 - 73   Full 
2580Roberts, S. F.,
Fitchett, D. J.,
Paterson, M. E.  
 2011  Library services without a library: Post-earthquake use of virtual reference at University of Canterbury  University of Canterbury. Library      -  Link  Full 
723Roberts, Brent   2004  What libraries do best: Bringing warmth to virtual reference  PNLA Quarterly   68 3 8 - 9, 22   Full 
724Roberts, Helen   2000  Any time, any place: Virtual reference services  Australian Academic & Research Libraries   31 4 203 - 205   Full 
725Roberts, Lisa   2001  Choosing a chat reference software solution: The devil is in the details.        -    Full 
726Robertson, Sabina   1999  University of Melbourne Library meeting the challenges of providing information literacy in a networked environment        -    Full 
1026Robinson, Kathryn   2006  Building Wi-Fi Technology and a New Mobile Service Delivery at the Orange County (Florida) Library System       169 - 192   Full 
3063Robinson, Kelly,
Casey, Anne M.,
Citro, Kathleen  
 2017  He asked me what!?-Using shared online accounts as training tools for distance learning librarians  Journal of Library & Information Services in Distance Learning   11 1/2 77 - 95   Full 
727Robinson, Kara L.,
Kovacs, Diane K.  
 1993  LibRef-L: Sharing reference expertise over the academic networks  Wilson Library Bulletin   67 5 47 - 50   Full 
728Rocchi, Barbara   1997  The virtual reference desk: How does it work?  University of South Australia Library      -    Full 
729Rockliff, Sue,
Peterson, Mary,
Martin, Kath,
Curtis, Dorothy  
 2005  Chasing the sun: A virtual reference service between SAHSLC (SA) and SWICE (UK)  Health Information & Libraries Journal   22 2 117 - 123   Full 
730Rockman, Ilene F.   2002  Internet speed, library know-how intersect in digital reference       234 - 248   Full 
731Rockman, Ilene F.   2001  Visionary pragmatism in an e-library environment  Reference Services Review   29 3 169 - 170   Full 
732Rogers, Michael   2005  Colorado State Library talks virtual reference  Library Journal   130 15 25 - 25   Full 
733Rogers, Michael,
Kenney, Brian  
 2001  Academic libraries test web-based reference  Library Journal   126 12 25 -    Full 
734Ronan, Jana   2003  The reference interview online  Reference & User Services Quarterly   43 1 43 - 47   Full 
735Ronan, Jana   2003  Staffing a real-time reference service: The University of Florida experience  Internet Reference Services Quarterly   8 1/2 33 - 47   Full 
736Ronan, Jana   2001  Chat reference: an exciting new facet of digital reference services  ARL   219  43-47 -    Full 
737Ronan, Jana   2000  Virtual reference: A hot new idea for extending services to remote users  LIRT News   23 1 June 10, 2008 -    Full 
739Ronan, Jana,
Reakes, Patrick,
Cornwell, Gary  
 2002  Evaluating online real-time reference in an academic library: Obstacles and recommendations  The Reference Librarian   38 79/80 225 - 240   Full 
740Ronan, Jana,
Reakes, Patrick,
Ochoa, Marilyn  
 2006  Application of reference guidelines in chat reference interactions: A study of online reference skills  College & Undergraduate Libraries   13 4 3 - 23   Full 
741Ronan, Jana,
Turner, Carol  
 2002  Chat reference: ARL SPEC Kit 273        -    Full 
738Ronan, Jana(ed)   2003  Chat Reference : A Guide to Llive Virtual Reference Services       225 -    Full 
742Roselle, Ann,
Neufeld, Steven  
 1998  The utility of electronic mail follow-ups for library research  Library & Information Science Research   20 2 153 - 161   Full 
743Rosenblatt, Susan   1999  Information technology investments in research libraries  Educom Review   34 4 28 - 35   Full 
1011Ross, Catherine Sheldrick,
Nilsen, Kirsti,
Radford, Marie L.  
 2009  The Reference Encounter in Virtual Environments       191 - 234   Full 
1000Ross, Catherine S.,
Nilsen, Kirsti,
Radford, Marie L.  
 2009  Conducting the Reference Interview: A How-To-Do-It Manual for Librarians (2nd Ed.)        -    Full 
744Ross, Catherine Sheldrick,
Nilsen, Kirsti  
 2000  Has the internet changed anything in reference?  Reference & User Services Quarterly   40 2 147 -    Full 
745Ross, Catherine Sheldrick,
Nilsen, Kirsti,
Dewdney, Patricia  
 2002  Conducting the Reference Interview: A How-To-Do-It Manual for Librarians        -    Full 
1089Rossman, Linda,
Durivage, Catherine A.  
 2009  InfoEyes Information Service: A Virtual Reference Service for Print-Impaired Individuals  The Reference Librarian   50 1 73 - 84   Full 
1142Rourke, Lorna,
Lupien, Pascal  
 2010  Learning from chatting: How our virtual reference questions are giving us answers  Evidence Based Library and Information Practice   5 2 63 - 74   Full 
746Rovner, Abigail J.   2005  Chat Reference and Chat Speak       1 - 47 Link  Full 
747Rowlands, Ian,
Bawden, David  
 1999  Building the digital library on solid research foundations  Aslib Proceedings   51 8 275 - 282   Full 
748Roysdon, Christine M.,
Elliott, Laura Lee  
 2002  Electronic integration of library services through a campuswide network  RQ   28 1 82 - 83   Full 
2520Rozaklis, Lily,
MacDonald, Craig M.  
 2011  A typology of collaborative communication in a digital reference environment  Reference Librarian   52 4 308 - 319   Full 
2816Rozear, Hannah   2012  Diktuon: Web-based statistics trackers  Theological Librarianship   5 2 1 - 3   Full 
2825Rozear, Hannah   2012  Diktuon: Web-based statistics trackers  Theological Librarianship   5 2 1 - 3   Full 
2845Rozear, Hannah   2012  Diktuon: Web-based statistics trackers  Theological Librarianship   5 2 1 - 3   Full 
2870Rozear, Hannah   2012  Diktuon: Web-based statistics trackers  Theological Librarianship   5 2 1 - 3   Full 
2906Rozear, Hannah   2012  Diktuon: Web-based statistics trackers  Theological Librarianship   5 2 1 - 3   Full 
2944Rozear, Hannah   2012  Diktuon: Web-based statistics trackers  Theological Librarianship   5 2 1 - 3   Full 
2983Rozear, Hannah   2012  Diktuon: Web-based statistics trackers  Theological Librarianship   5 2 1 - 3   Full 
3023Rozear, Hannah   2012  Diktuon: Web-based statistics trackers  Theological Librarianship   5 2 1 - 3   Full 
749Rumbaugh, Paula,
Olszewski, Lawrence  
 2007  Are librarians missing a continuing education opportunity? An international comparison of virtual reference services        -    Full 
2715Ruppel, Margie,
Vecchione, Amy  
 2012  "It's research made easier!" SMS and chat reference perceptions  Reference Services Review   40 3 423 - 448   Full 
750Ruppel, Margie,
Fagan, Jody Condit  
 2002  Instant messaging reference: Users’ evaluation of library chat  Reference Services Review   30 3 183 - 197   Full 
1152Rusa Guidelines   2010  Guidelines for implementing and maintaining virtual reference services  Reference & User Services Quarterly   50 1 92 - 96   Full 
751Rusbridge, Chris   1998  Towards the hybrid library  D-Lib Magazine   July/August  June 9, 2008 -    Full 
2802Ryan, Marianne,
Quidachay-Swan, Seth  
 2013  The effect of time of day on reference interactions in academic law libraries  Reference $ User Services Quarterly   52 4 298 - 301   Full 
752Ryan, Ciaran   2000  Virtual librarians, real research  eGov Magazine      -    Full 
753Ryan, Jenna,
Daugherty, Alice L.,
Mauldin, Emily C.  
 2006  Exploring the LSU libraries' virtual reference transcripts: An analysis  Electronic Journal of Academic & Special Librarianship   7 3 1 - 1   Full 
754Ryan, Sara   1996  Reference service for the internet community: A case study of the internet public library reference division  Library & Information Science Research   18 3 241 - 259   Full 
755Ryan, Sara   1995  What is the Internet Public Library, and why should I care?  Information Technology and Disabilities   2 2 June 9, 2008 -    Full 
756Ryder, Mary Ann,
Nebeker, Birte  
 1999  Implementing an "Ask a Librarian" electronic reference service  Community & Junior College Libraries   9 1 21 - 34   Full 
1200Ryerson Un   2002  A digital reference service for a digital library: Chat technology in a remote reference service  McConnell Funding Project Final Report - Diane Granfeld Principal Investigator      -  Link  Full 
2649Sabiote, Carmen M.,
Fras, Dolores M.,
Castaeda, J. Alberto  
 2012  E-service quality as antecedent to e-satisfaction: The moderating effect of culture  Online Information Review   36 2 157 - 174   Full 
757Sachs, Diana   2004  Ask a librarian: Florida's virtual reference service  Community & Junior College Libraries   12 4 49 - 58   Full 
1034Salem Jr., Joseph A.,
Balraj, Leela E.,
Lilly, Erica B.  
 2004  Real-Time Training for Virtual Reference       121 - 138   Full 
758Salzmann, Katherine A.   2004  "Contact Us": Archivists and remote users in the digital age  The Reference Librarian   41 85 43 - 50   Full 
1082Sanders, Mark   2009   265010JoynerRef: Text Message Reference Service @ ECU  North Carolina Libraries   67 1/2 20 - 21   Full 
759Sanders, Mark   2006  "AIM" for success with IM  North Carolina Libraries   64 3/4 57 - 59   Full 
760Sarkar, Dibya   2002  Library encourages patrons to chat.  Federal Computer Week      -    Full 
761Sarkar, Mitra Barun,
Butler, Brian,
Steinfield, Charles  
 1995  Intermediaries and Cybermediaries: Sarkar, Butler and Steinfield  Journal of Computer-Mediated Communication   1 3  -    Full 
762Sarkodie-Mensah, Kwasi   1997  The human side of reference in an era of technology  The Reference Librarian   28 59 131 - 138   Full 
763Saskatchewan Virtual Reference Working Group   2008  Virtual reference project plan: mission, goals, and objectives        -    Full 
764Saunders, Laverna   2001  Building the virtual reference desk  Information Today   18 3 25 - 27   Full 
765Sawyer, Deborah C.   1993  A matter of confidence: Asking reference questions over the Internet  Online   17  8 - 9   Full 
2608Scales, Jane,
Wolf, Danel,
Johnson, Corey,
Cummings, Lara  
 2007  Courseware and library services: Bridging the gap for distance students  Library Hi Tech   25 1 147 - 156   Full 
766Schaake, Glenda,
Sathan, Eleanor  
 2003  We jumped on the live reference bandwagon, and we love the ride  Computers in Libraries   23 4 20 - 24-25   Full 
767Schatz, Bruce,
Chen, Hsinchun  
 1996  Building large-scale digital libraries  Computer (IEEE)   29 5 22 - 26   Full 
768Schilling-Eccles, Katherine,
Harzbecker, Joseph J. Jr  
 1998  The user of electronic mail at the reference desk: Impact of a computer mediated communication technology on librarian-client interactions  Medical Reference Services Quarterly   17 4 17 - 27   Full 
2551Schmidt, Aaron   2011  Revamping reference  Library Journal   136 8 18 -    Full 
769Schmidt, Aaron,
Stephens, Michael  
 2005  IM me  Library Journal   130 6 34 - 35   Full 
770Schmidt, Janine   2000  Online Reference        -    Full 
771Schneider, Karen G.   2000  The distributed librarian: Live, online, real-time reference  American Libraries   31 10 64 -    Full 
772Schneider, Karen G.   2000  My patron wrote me a letter: the joy of e-mail reference  American Libraries   31 1 96 -    Full 
2830Schwarts, Howard R.,
Trott  
 2014  The application of RUSA standards to the virtual reference interview  Reference & User services Quarterly   54 1 8 - 11   Full 
2850Schwarts, Howard R.,
Trott  
 2014  The application of RUSA standards to the virtual reference interview  Reference & User services Quarterly   54 1 8 - 11   Full 
2875Schwarts, Howard R.,
Trott  
 2014  The application of RUSA standards to the virtual reference interview  Reference & User services Quarterly   54 1 8 - 11   Full 
2911Schwarts, Howard R.,
Trott  
 2014  The application of RUSA standards to the virtual reference interview  Reference & User services Quarterly   54 1 8 - 11   Full 
2949Schwarts, Howard R.,
Trott  
 2014  The application of RUSA standards to the virtual reference interview  Reference & User services Quarterly   54 1 8 - 11   Full 
2988Schwarts, Howard R.,
Trott  
 2014  The application of RUSA standards to the virtual reference interview  Reference & User services Quarterly   54 1 8 - 11   Full 
3028Schwarts, Howard R.,
Trott  
 2014  The application of RUSA standards to the virtual reference interview  Reference & User services Quarterly   54 1 8 - 11   Full 
2835Schwartz, Howard,
Trott  
 2014  The Application of RUSA Standards to the Virtual Reference Interview.  Reference & User Services Quarterly   54 1 8 - 11   Full 
2855Schwartz, Howard,
Trott  
 2014  The Application of RUSA Standards to the Virtual Reference Interview.  Reference & User Services Quarterly   54 1 8 - 11   Full 
2880Schwartz, Howard,
Trott  
 2014  The Application of RUSA Standards to the Virtual Reference Interview.  Reference & User Services Quarterly   54 1 8 - 11   Full 
2916Schwartz, Howard,
Trott  
 2014  The Application of RUSA Standards to the Virtual Reference Interview.  Reference & User Services Quarterly   54 1 8 - 11   Full 
2954Schwartz, Howard,
Trott  
 2014  The Application of RUSA Standards to the Virtual Reference Interview.  Reference & User Services Quarterly   54 1 8 - 11   Full 
2993Schwartz, Howard,
Trott  
 2014  The Application of RUSA Standards to the Virtual Reference Interview.  Reference & User Services Quarterly   54 1 8 - 11   Full 
3033Schwartz, Howard,
Trott  
 2014  The Application of RUSA Standards to the Virtual Reference Interview.  Reference & User Services Quarterly   54 1 8 - 11   Full 
773Schwartz, Jennifer   2003  Towards a typology of e-mail reference questions  Internet Reference Services Quarterly   8 3 1 - 15   Full 
774Schwartz, Jennifer   2001  Digital reference at Bobst Library  Connect Magazine   Fall  June 8, 2008 -    Full 
2587Scott, Rachel   2011  The role of public libraries in community building  Public Library Quarterly   30 3 191 - 227   Full 
2706Searing, Susan E.   2004  All in the family: Library services for LIS online education  Journal of Library Administration   41 3/4 391 - 405   Full 
775Sears, JoAnn   2001  Chat reference service: An analysis of one semester's data  Issues in Science and Technology Librarianship   32  June 8, 2008 -    Full 
1165Sekyere, Kawabena   2009  Embedding an IM widget in research databases: Helping users at their point-of-need  E-JASL: The Electronic Journal of Academic and Special Librarianship   10 2  -    Full 
1223Sekyere,   2011  Virtual reference service in academic libraries in West Africa  Journal of Library & Information Services in Distance Learning   5 1/2 3-9 -    Full 
2773Sekyere, Kwabena   2011  Virtual reference service in academic libraries in West Africa  Journal of Library & Information Services in Distance Learning   5 1/2 3 - 9   Full 
2784Sekyere, Kwabena   2011  Virtual reference service in academic libraries in West Africa  Journal of Library & Information Services in Distance Learning   5 1/2 3 - 9   Full 
1154Sekyere, Kwabena   2010  Less words, more action: Using on-the-fly videos and screenshots in your library's IM/chat and email reference transactions  Community & Junior College Libraries   16 3 157 - 161   Full 
776Selby, Barbara   1999  Refdesk: UVa Law Library's approach to e-mail reference  Virginia Libraries   45 2 12 - 13   Full 
777Selby, Courtney   2007  The evolution of the reference interview  Legal Reference Services Quarterly   26 1 35 - 46   Full 
778Sellers, Minna   1999  Reference over the net: New service or just a new line  Colorado Libraries   25 1 6 - 9   Full 
779Sen-Roy, Mita   2004  The social life of digital reference: What the technology affords  The Reference Librarian   41 85 127 - 137   Full 
780Serban, Daniella     The development of a Quebec-wide virtual reference service        -    Full 
1044Sessoms, Pam,
Ferguson, Jean  
 2008  Adding Instatnt Messaging to an Established Virtual Reference Service: Asking "r u there?"       37 - 50   Full 
1124Sessoms, Pam,
Sessoms, Eric  
 2008  LibraryH3lp: A new flexible chat reference system  Code4Lib Journal    4  -    Full 
996Shachaf, P.,
Shaw, D.  
 2008  Bibliometric analysis to identify core reference sources of virtual reference transactions  Library and Information Science Research   30 4 291 - 297   Full 
999Shachaf, Pnina,
Shaw, D.  
 2008  Bibliometric analysis to identify core reference sources of virtual reference transactions  Library and Information Science Research   30 4 291 - 297   Full 
781Shachaf, Pnina   2008  Implementation of professional and ethical standards  Bulletin of the American Society for Information Science & Technology   34 2 20 - 24   Full 
783Shachaf, Pnina,
Horowitz, Sarah M.  
 2008  Virtual reference service evaluation: Adherence to RUSA behavioral guidelines and IFLA digital reference guidelines  Library & Information Science Research   30 2 122 - 137   Full 
782Shachaf, Pnina,
Horowitz, Sarah  
 2006  Are virtual reference services color blind?  Library & Information Science Research   28 4 501 - 520   Full 
784Shachaf, Pnina,
Meho, Lokman I.,
Hara, Noriko  
 2007  Cross-cultural analysis of e-mail reference  The Journal of Academic Librarianship   33 2 243 - 253   Full 
785Shachaf, Pnina,
Oltmann, Shannon M.,
Horowitz, Sarah M.  
 2008  Service equality in virtual reference  Journal of the American Society for Information Science and Technology   59 4 535 - 550   Full 
786Shachaf, Pnina,
Synder, Mary  
 2007  The relationship between cultural diversity and user needs in virtual reference services  The Journal of Academic Librarianship   33 3 361 - 367   Full 
2657Shah, Chirag,
Kitzie, Vanessa  
 2012  Social Q&A and virtual reference-comparing apples and oranges with the help of experts and users  Journal of the American Society for Information Science & Technology   63 10 2020 - 2036   Full 
787Shapira, Phil   2000  Online public library reference services        -    Full 
788Sharma, Sumati,
Kumar, Ashok,
Singh, Mohinder  
 2004  Digital reference service  DESIDOC Bulletin of Information Technology   24 6 11 - 18   Full 
1080Shaw, Kate,
Spink, Amanda  
 2009  University Library Virtual Reference Services: Best Practices and Continuous Improvement  Australian Academic & Research Libraries   40 3 192 - 205   Full 
789Shen, Ruimin,
Wang, Minjuan,
Pan, Xiaoyan  
 2008  Increasing interactivity in blended classrooms through a cutting-edge mobile learning system  British Journal of Educational Technology   39 6 1073 - 1086   Full 
1105Shepley, Susan E.   2009  Building a Virtual Reference Campus: Librarians as Collaborators in Online Course Development and Learning  Journal of Library Administration   49 1 89 - 95   Full 
790Shires, J. Michael   2000  High touch vs. high tech: The changing nature of managing library reference service     2008 June 8, 2008  -    Full 
791Shrimplin, Aaron,
Hurst, Susan  
 2007  A virtual standoff -- Using Q Methodology to analyze virtual reference  Evidence Based Library and Information Practice   2 4 4 - 21   Full 
2747Silverstein, Joanne   2005  Just curious: Children's use of digital reference for unimposed queries and its importance in informal education  Library Trends   54 2 228 - 244   Full 
792Silverstein, Joanne   2003  Digital reference: an overview  D-Lib Magazine   9 2 June 5, 2008 -    Full 
793Silverstein, Joanne   2003  May we help you find something? AskNSDL!  Knowledge Quest   31 3 25 - 27   Full 
794Silverstein, Joanne   2001  A study of digital reference in a federal agency.  Update: Semiannual Bulletin of the ERIC Clearinghouse on Information and Technology   21 3  -    Full 
795Silverstein, Joanne,
Lankes, R. David  
 1999  Digital reference services and centers at the United States Department of Education: Analysis and recommendations     ED 444 600   -    Full 
796Simcox, Schelle   1997  IPL: The Internet Public Library  Ariadne   7  June 5, 2008 -    Full 
797Sims, Melanie E.   2003  Virtual reference services: The LSU Libraries experience  The Reference Librarian   38 79/80 267 - 279   Full 
1110Singer, Carol A.   2010  Ready Reference Collections: A History  Reference & Users Quarterly   49 3 253 - 264   Full 
1201Sloan, Bernard G.   1986  High tech/low profile: Automation & the invisible patron  Library Journal   111  LC4 -    Full 
798Sloan, Bernard G.   1986  High tech/low profile: Automation & the 'invisible' patron  Library Journal   111 18 4 - 8   Full 
799Sloan, Bernie   2006  Twenty years of virtual reference  Internet Reference Services Quarterly   11 2 91 - 95   Full 
800Sloan, Bernie   2003  My web librarian: A report on patterns of system use and user satisfaction        -    Full 
801Sloan, Bernie   2003  My web librarian: An update on system use and user satisfaction        -    Full 
802Sloan, Bernie   2001  Ready for reference: Academic libraries offer live web-based reference evaluating system use. Final report.        -    Full 
803Sloan, Bernie   2001  Ready for reference: Academic libraries offer live web-based reference. Preliminary report.        -    Full 
804Sloan, Bernie   2001  Reference service in the digital library: A report on the ready for reference project  Library Hi Tech News   18 10  -    Full 
805Sloan, Bernie   1998  Electronic reference services: Some suggested guidelines  Reference & User Services Quarterly   38 1 77 - 81   Full 
806Sloan, Bernie   1998  Service perspectives for the digital library remote reference services  Library Trends   47 1 117 - 143   Full 
807Sloan, Bernie   1990  Remote access: Design implications for the online catalog  Cataloging & Classification Quarterly   13 3/4 133 - 140   Full 
2766Smith Rona   2003          -    Full 
2777Smith Rona   2003          -    Full 
1045Smith, Catherine Arnott   2008  Responding to Triage Taxonomy: Answering Virtual Medical Questions      51 68 -    Full 
3065Smith, Margaret,
Conte, Jill,
Guss,  
 2016  Understanding academic patrons data needs through virtual reference transcripts: Preliminary findings from New York University libraries  JASSIST Quarterly   40 1 20 - 26   Full 
808Smith, Beth D.   2001  Enhancing reference services through technology  Legal Reference Services Quarterly   19 1/2 133 - 146   Full 
809Smith, Karin   1999  Delivering reference services to users outside the library        -    Full 
810Smith, Michael M.,
Pietraszewski, Barbara A.  
 2004  Enabling the roving reference librarian: Wireless access with tablet pcs  Reference Services Review   32 3 249 - 255   Full 
811Smith, Rhonda M.,
Race, Stephanie F.,
Ault, Meredith  
 2001  Virtual desk: Real reference  Journal of Library Administration   32 1/2 371 - 382   Full 
813Smyth, Joanne B.,
MacKenzie, James C.  
 2006  Comparing virtual reference exit survey results and transcript analysis: A model for service evaluation  Public Services Quarterly   2 2 85 - 99   Full 
812Smyth, Joanne   2003  Virtual reference transcript analysis: A few models  Searcher   11 3 26 - 30   Full 
2609Solis, Jacqueline,
Hampton, Ellen M.  
 2009  Promoting a comprehensive view of library resources in a course management system  New Library World   110 1/2 81 - 91   Full 
2789Solorzano, Ronald M.   2013  Adding value at the desk: How technology and user expectations are changing reference work.  Reference Librarian   54 2 89 - 102   Full 
814Song, Yoo-Seong   2004  International business students: A study on their use of electronic library services  Reference Services Review   32 4 367 - 373   Full 
815Sonnenwald, Diane H.,
Marchionini, Gary,
Wildemuth, Barbara M.,
Dempsey, Bert J.,
Viles, Charles R.,
Tibbo, Helen R.,
Smith, John B.  
 1999  Collaboration services in a participatory digital library: An emerging design  Proceedings International Conference on Conception of Library and Information Science     May 21, 2008 -    Full 
816Southwick, Silvia Barcellos   2001  Understanding intermediation in a digital environment: An exploratory case study       1 - 293 Link  Full 
817Sowards, Steven W.   2001  Declining that invitation: a response to Jerry Campbell  Reference & User Services Quarterly   40 3 209 - 212   Full 
818Sowers, Laura,
White, Marilyn Domas  
 2000  National Museum of American Art reference desk: a usage analysis of a digital reference service       153 - 178   Full 
2573Spencer, Brett,
Dodd, Lauren B.,
Friedman, William C.,
Xu, Qiong  
 2011  The web beyond Google: Innovative search tools and their implications for reference services  Internet Reference Services Quarterly   16 1/2 11 - 34   Full 
819Spink, Amanda   2003  Mediated online searching and digital reference  The Reference Librarian   38 79/80 57 - 65   Full 
820Sreenivasulu, V.   2000  The role of a digital librarian in the management of digital information systems (DIS)  The Electronic Library   18 1 12 - 20   Full 
1202Stacy-Bates, Kristine K.   2001  E-mail reference responses from academic ARL libraries: An unobtrusive study        -    Full 
822Stacy-Bates, Kristine K.   2000  Ready-reference resources and e-mail reference on academic ARL web sites  Reference & User Services Quarterly   40 1 61 - 73   Full 
821Stacy-Bates, Kristine   2003  E-mail reference responses from academic ARL libraries: An unobtrusive study  Reference & User Services Quarterly   43 1 59 - 70   Full 
823Stahl, Joan   1998  'Have a question? Click here': Electronic reference at the National Museum of American Art  Art Documentation   17 1 10 - 12   Full 
824Stahl, Joan,
Kresh, Diane Nester  
 2001  Online, virtual, e-mail, digital, real time: The next generation of reference services  Art Documentation   20 1 26 - 30   Full 
1066Stahlberg, Ralph,
Pinard, Mary  
 2010  California's AskNow Law Librarian Service       175 - 182   Full 
2628Stahr, Beth   2010  Text message reference service: Five years later  The Reference Librarian   52 1/2 9 - 19   Full 
1125Stahr, Beth   2009  SMS library reference service options  Library Hi Tech News   26 3/4 13 - 15   Full 
825Staley, Laura   1998  E-mail reference: Experiences at University City  PNLA Quarterly   62 4  -    Full 
826Stanley, Deborah,
Lyandres, Natasha  
 2001  Reference assistance to remote users  The Reference Librarian   35 73 243 - 252   Full 
2629Staudacher, D.   2009  Have a question? Text a librarian  Arizona Republic     10 -    Full 
827Stein, David S.,
Wanstreet, Constance E.,
Glazer, Hilda R.,
Engle, Cheryl L.,
Harris, Ruth A.,
Johnston, Susan M.,
Simons, Mona R.,
Trinko, Lynn A.  
 2007  Creating shared understanding through chats in a community of inquiry  Internet and Higher Education   10 2 103 - 115   Full 
2610Steinbronn, Peggy,
Merideth, Eunice  
 2008  Perceived utility of methods and instructional strategies used in online and face-to-face teaching environments  Innovative Higher Education   32 5 265 - 278   Full 
2611Steiner, Heidi M.   2010  Livening virtual reference with screencasting and screen sharing  Library Hi Tech News   27 4/5 9 - 11   Full 
1104Steiner, Heidi M.,
Holley, Robert P.  
 2009  The Past, Present, and Possibilities of Commons in the Academic Library  The Reference Librarian   50 4 309 - 332   Full 
2581Steiner, Heidi   2011  Bridging physical and virtual reference with virtual research consultations  Reference Services Review   39 3 439 - 450   Full 
828Steiner, Sarah K.,
Long, Casey M.  
 2007  What are we afraid of? A survey of librarian opinions and misconceptions regarding instant messenger  The Reference Librarian   47 97 31 - 50   Full 
829Steiner, Sarah K.,
Madden, M. Leslie (eds)  
 2008  The Desk and Beyond: Next Generation Reference Services        -    Full 
830Stemper, James A.,
Butler, John T.  
 2001  Developing a model to provide digital reference services  Reference Services Review   29 3 172 - 188   Full 
2632Stephens, Michael   2011  What's next? Tracking tech trends       203 - 214   Full 
831Stephens, Michael,
Gordon, Rachel Singer  
 2006  IM = FASTER virtual reference on the cheap!  Computers in Libraries   26 4 36 - 37   Full 
832Sterling, Rayette   2005  The Washington State VRef "Lab."  Alki   21 2 17 - 17   Full 
833Steury, Tim   2000  Encouraging online questioners to question their questions        -  Link  Full 
834Stigall, Lisa   2006  LOUIS column  Louisiana Libraries   69 2 6 - 6   Full 
835Still, Julie,
Campbell, Frank  
 1993  Librarian in a box: The use of electronic mail for reference  Reference Services Review   21 1 15 - 18   Full 
836Stockham, Marcia,
Turtle, Elizabeth,
Hansen, Eric  
 2003  KANAnswer: A collaborative statewide virtual reference pilot project  The Reference Librarian   38 79/80 257 - 266   Full 
837Stoffel, Bruce,
Tucker, Toni  
 2004  E-mail and chat reference: Assessing patron satisfaction  Reference Services Review   32 2 120 - 140   Full 
838Stone, Martha E.,
Foxman, Carole,
Sostack, Maura,
Francar, Lori,
Hall, Patrice,
Markwell, Linda Garr  
 2003  "Ask a Librarian": The experience of four hospital libraries  Medical Reference Services Quarterly   22 2 93 - 105   Full 
839Stormont, Sam   2007  Looking to connect: Technical challenges that impede the growth of virtual reference  Reference & User Services Quarterly   47 2 114 - 119   Full 
840Stormont, Sam   2002  Here, there, and everywhere--Live virtual reference  Collection Management   26 2 79 - 87   Full 
841Stormont, Sam   2001  Going where the users are: Live digital reference  Information Technology and Libraries   20 3 129 - 134   Full 
842Stormont, Sam   2000  Interactive reference project: Assessment after two years.        -    Full 
1113Stover, Mark   2004  The reference librarian as non-expert: A postmodern approach to expertise  The Reference Librarian   42 87 273 - 300   Full 
1032Straw, Joseph E.   2004  Expecting the Stars but Getting the Moon: Negotiating around Patron Expectations in the Digital Reference Environment       87 - 106   Full 
843Straw, Joseph E.   2006  Using canned messages in virtual communication  Internet Reference Services Quarterly   11 1 39 - 49   Full 
844Straw, Joseph E.   2004  Expecting the stars but getting the moon: Negotiating around patron expectations in the digital reference environment       87 - 106   Full 
845Straw, Joseph E.   2000  From magicians to teachers: The development of electronic reference in libraries  The Reference Librarian   35 74 1 - 12   Full 
846Straw, Joseph E.   2000  A virtual understanding: the reference interview and question negotiation in the digital age  Reference & User Services Quarterly   39 4 376 - 379   Full 
847Strom, Lorraine   2002  The emerging virtual reference desk  Mississippi Libraries   66 3 71 - 73   Full 
1111Strothmann, Molly,
McCain, Cherly,
Scrivener, Laurie  
 2009  "Ask a Librarian" Pages as Reference Gateways to Academic Libraries  The Reference Librarian   50 3 259 - 275   Full 
2741Sugimoto, Cassidy R.   2008  Evaluating reference transactions in academic music libraries  Music Reference Services Quarterly   11 1 32 -    Full 
848Sugimoto, Shigeo,
Gotou, Seiki,
Zhao, Yanchun,
Sakaguchi, Tetsuo,
Tabata, Koichi  
 1995  Enhancing usability of network-based library information system: Experimental studies of a user interface for OPAC of a collaboration tool for library services        -    Full 
1121Sullivan, Doreen   2004  Characteristics of e-mail reference services in selected public libraries, Victoria, Australia  The Reference Librarian   41 85 51 - 80   Full 
849Sullivan, Doreen   2004  Characteristics of e-mail reference services in selected public libraries, Victoria, Australia  The Reference Librarian   41 85 51 - 80   Full 
850Summers, Robin   1998  Meeting education information needs through digital reference  Art Documentation   17 1 3 - 4   Full 
851Summey, Tern Pedersen,
Akers, Cynthia  
 2006  From TM to collaboration: Providing virtual reference services at a medium-sized institution  College & Undergraduate Libraries   13 4 75 - 93   Full 
1073Sweeney, Richard T.   2005  Reinventing Library Buildings and Services for the Millennial Generation  Library Administration & Management   19 4 165 - 175   Full 
852Sweet, Marianne F.,
Lisa, David M.,
Colston, Dale E.  
 2003  Q and A NJ: Service design and impact  Internet Reference Services Quarterly   8 1/2 49 - 69   Full 
2680Swenson Danowitz, Erica ,
Scanlon, Donna,
Baugh, Georgia,
Gaspar, Deborah,
Lehmann, Sarah,
Meszaros, Rosemary,
Miller, Clare,
Nail, Clark,
Rosener, Ashley,
Schwartz, Jennifer,
Seale, Colleen,
Sojdehei, Virginia,
Wilson, Janice  
 2012  Best free reference websites  Reference & Users Services Quarterly   52 1 53 - 58   Full 
853Syracuse University Library   2002  Web Chat Action Team. Final report and recommendations        -    Full 
854Syrkin, Darby   2006  At the desk or online: Reference training, measurements, and guidelines  Public Services Quarterly   2 2 191 - 192   Full 
855Szymanski, Gerald,
Fields, Mary Alice  
 2005  Virtual reference in the music library  Notes   61 3 634 - 658   Full 
2734Taddeo, Laura   2008  R U There? How to reach a virtual audience through affordable marketing strategies  Interent Reference Services Quarterly   13 2/3 227 - 244   Full 
856Taddeo, Laura,
Hackenberg, Jill M.  
 2006  The nuts, bolts, and teaching opportunities of real-time reference  College & Undergraduate Libraries   13 3 63 - 85   Full 
1174Tagge, Natalie   2009  Jing and yang: Balancing asynchronous and synchronous training  Library Hi Tech   26 10 6 - 7   Full 
857Taha, Ahmed   2007  Networked e -information services to support the e-learning process at UAE University  The Electronic Library   25 3 349 - 362   Full 
858Taher, Mohamed   2002  Internet reference services: A select bibliography      May 9, 2008  -    Full 
859Taher, Mohamed   2002  Real-time (synchronous interactive) reference interview: A selected bibliography  Internet Reference Services Quarterly   7 3 35 - 41   Full 
860Taher, Mohamed   2002  The reference interview through asynchronous e-mail and synchronous interactive reference: Does it save the time of the interviewee?  Internet Reference Services Quarterly   7 3 23 - 34   Full 
861Taher, Mohamed   2002  The web-based reference interview: A symposium.  Internet Reference Services Quarterly   7 3 1 - 2   Full 
1116Tao, Donghua,
McCarthy, Patrick G.,
Kreiger, Mary M.,
Webb, Annie B.  
 2009  The Mobile Reference Service: A case study of an onsite reference service program at the School of Public Health  Journal of the Medical Library Association   97 1 34 - 40   Full 
862Taylor, Daniel,
Porter, George S.  
 2002  The problem patron and the academic library web site as virtual reference desk  The Reference Librarian   36 75/76 163 - 172   Full 
863Tennant, Roy   2003  Revisiting digital reference  Library Journal   128 1 38,40 -    Full 
864Tennant, Roy   1999  Of human and humane assistance  Library Journal   124 11 30, 34 -    Full 
2699Tenopir, Carol   2004  Rethinking virtual reference  Library Journal   129 18 34 -    Full 
2710Tenopir, Carol   2004  Chat's positive side  Library Journal   129 20 42 -    Full 
865Tenopir, Carol   2006  What chat transcripts reveal  Library Journal   131 4 34 - 34   Full 
866Tenopir, Carol   2001  Virtual reference services in a real world  Library Journal   126 12 38 - 40   Full 
869Tenopir, Carol,
Ennis, Lisa A.  
 2001  Reference Services in the New Millennium  Online   25 4 40-45 -    Full 
867Tenopir, Carol,
Ennis, Lisa  
 2002  A Decade of Digital Reference: 1991-2001  Reference & User Services Quarterly   41 3 264-274 -    Full 
868Tenopir, Carol,
Ennis, Lisa  
 1998  The impact of digital reference on librarians and library users  Online   22 6 84 - 88   Full 
870Tenopir, Carol,
Neufang, Ralf  
 1995  Electronic reference options: tracking the changes  Online   19 4 67-73 -    Full 
1126Theiss-White, Danielle,
Dale, Jenny,
Fritch, Melia Erin,
Bonella, Laura,
Coleman, Jason  
 2009  IMing overload: Libraryh3lp to the rescue  Library Hi Tech News   26 1/2 12 - 17   Full 
2586Thomas, Lisa Carlucci   2010  Gone mobile?  Library Journal   135 17 30 - 34   Full 
871Thomas, Margaret   2005  Scrutinizing virtual reference  Alki   21 2 16 - 18   Full 
1079Thompson, Samantha H.   2009  On Being a Virtual World Librarian: "Hello, can I help?" - Managing Virtual Volunteers  The Reference Librarian   50 4 422 - 427   Full 
1108Thompson, Samantha H.   2009  Pixilated Problem Patrons: Or, the Trials of Working Virtual Reference and What We've Learned from It  The Reference Librarian   50 3 291 - 296   Full 
1140Thompson, Samantha   2010  I wouldn't normally ask this...: Or, sensitive questions and why people seem more willing to ask them at a virtual reference desk  The Reference Librarian   51 2 171 - 174   Full 
1149Thompson, Samantha   2010  To script or not to script: Or, the challenge of being both efficient and personal when interacting with virtual reference patrons  Reference Librarian   51 4 363 - 366   Full 
1107Thompson, Samantha   2009  On Being a Virtual World Librarian: Experiences in Offering Live Reference Services in a Virtual World  The Reference Librarian   50 2 219 - 223   Full 
872Thompson, Joseph   2003  After school and online  Library Journal   128 Netconnect Winter 35 - 37   Full 
873Thomsen, Elizabeth   2000  Reference questions on your web site  Public Libraries   39 4 204 - 205   Full 
2890Thomsett-Scott,   2013  Implementing Virtual reference Services: A Lita Guide        -    Full 
2926Thomsett-Scott,   2013  Implementing Virtual reference Services: A Lita Guide        -    Full 
2964Thomsett-Scott,   2013  Implementing Virtual reference Services: A Lita Guide        -    Full 
3003Thomsett-Scott,   2013  Implementing Virtual reference Services: A Lita Guide        -    Full 
3043Thomsett-Scott,   2013  Implementing Virtual reference Services: A Lita Guide        -    Full 
1031Thomsett-Scott, Beth   2004  If You Ask, I Will Tell You: Future Users of Virtual Reference Share Their Thoughts on the Design , Operation, and Marketing of Virtual Reference       63 - 86   Full 
874Tibbo, Helen R.   1995  Interviewing techniques for remote reference: Electronic versus traditional environments  The American Archivist   58 3 294 - 310   Full 
875Tickle, Teresa E.   1999  Expanding outreach to a unique user community: The Slavic reference service and the Internet  The Reference Librarian   31 67/68 69 - 83   Full 
876Tinnin, Nathan,
Buckstead, Jonathon,
Richardson, Kyle  
 1998  Remote reference by microcomputer: Setup and installation       299 - 312   Full 
877Tipton, Carol J.,
Earp, Vanessa J.  
 2004  One school's experience with virtual reference  Internet Reference Services Quarterly   9 3 99 - 114   Full 
878Tomaiuolo, Nicholas G.   2000  Aska and you may receive: Commercial reference services on the Web  Searcher   8 5 56 - 62   Full 
879Tomaiuolo, Nicholas G.,
Packer, Joan G.  
 2000  "Aska" do's, don'ts, and how-to's: Lessons learned in a library  Searcher   8 3 32 - 35   Full 
880Tomer, Christopher   1994  MIME and electronic reference services  The Reference Librarian   19 41/42 347 - 373   Full 
881Torakai, Katerina   1999  Greek engineers and libraries in the coming years: A (human) communication model        -    Full 
882Trott, Barry   2005  Advising readers online  Reference & User Services Quarterly   44 3 210 - 215   Full 
883Truelson, Judith A.   2004  Partnering on virtual reference using QuestionPoint: Guidelines for collaboration between academic libraries in Australia/New Zealand and the US  Australian Academic & Research Libraries   35 4 301 - 308   Full 
884Truelson, Judith A.   2002  Creating successful e-mail/chat documentation: The process flow diagram approach        -    Full 
885Trump, Judith F.,
Tuttle, Ian P.,
Dugan, Robert E.  
 2001  Here, there, and everywhere: Reference at the point-of-need  The Journal of Academic Librarianship   27 6 464 - 466   Full 
886Tu, Feili   2007  Knowledge and skills required to provide health information-related virtual reference services: Evidence from a survey  Journal of the Medical Library Association   95 4 458 - 461   Full 
887Tu, Feili   2004  Virtual reference service and school library media specialists  School Library Media Activities Monthly   20 7 49 - 51   Full 
2727Tucker, James Cory   2003  Devloping a chat reference training program  Internet Reference Services Quarterly   8 4 11 - 25   Full 
2689Tucker-Raymond, Caleb   2011  Why collaborate?  OLA Quarterly   17 2 9 - 12   Full 
1131Tucker-Raymond, Caleb,
Bozzer, Donald,
Leszcz, Brian  
 2010  Grassroots virtual reference collaboration: The Ohio/Oregon model        -  Link  Full 
888Tucker-Raymond, Caleb   2004  The next wave for virtual reference  OLA Quarterly   10 2 10 -    Full 
889Tucker-Raymond, Caleb   2004  What's next for statewide digital reference  OLA Quarterly   9 4 12 - 13   Full 
890Tuining, Joyce A.   2003  Live Virtual Reference. Topical Brief        -  Link  Full 
891Turcotte, Dawna   1998  Electronic mail and the library patron.        -    Full 
892Twidale, Michael B.,
Nichols, David M.  
 1998  Computer supported cooperative work in information search and retrieval  Annual Review of Information Science and Technology   33  259 - 319   Full 
893Twidale, Michael B.,
Nichols, David M.  
 1998  A survey of applications of CSCW for digital libraries     CSEG/4/98 5/7/2008  -    Full 
894Twidale, Michael B.,
Nichols, David M.,
Paice, Chris D.  
 1997  Browsing is a collaborative process  Information Processing & Management   33 6 761 - 783   Full 
1217Tyckoson, David A.   2011  From print to e-reference       217 - 236   Full 
1204Tyckoson, David   2003  On the desirableness of personal relations between librarians and readers: The past and future of reference service  Reference Services Review   31 1 12-16 -    Full 
895Tyckoson, David A.   2001  What is the best model of reference service?  Library Trends   50 2 183 - 196   Full 
896Tyckoson, David A.   1999  What's rght with reference.  American Libraries   30 5 57 - 63   Full 
2547Tynan, Megan   2011  ChaCha: A new tool for today's libraries or just the latest toy?  Music Reference Services Quarterly   14 3 146 - 156   Full 
897University of Toronto Libraries   2000  So near and yet so far: Reaching out to the patron at a distance. Report of the Task Force on Services at a Distance submitted to University of Toronto Library Council        -    Full 
2665Vakkari, Pertti   2011  Comparing Google to a digital reference service for answering factual and topical requests by keyword and question queries  Online Information Review   35 6 928 - 941   Full 
898Van Dyk, Marie-Therese,
Dent, Averil  
 2001  Reaching out: Monash University Library's suite of virtual reference information desks        -    Full 
1203Van Fleet, Connie,
Wallace, Danny P.  
 2001  Declining that invitation  Reference and User Services Quarterly   40 3 209 -    Full 
899Van Fleet, Connie,
Wallace, Danny P.  
 2003  Virtual libraries--real threats: Technostress and virtual reference  Reference & User Services Quarterly   42 3 188 - 191   Full 
356Van Houten, Carol   2004  Wired New Jersey: Q and A NJ  The Reference Librarian   41 85 91 - 100   Full 
901VandeCreek, Leanne M.   2006  E-mail reference evaluation: Using the results of a satisfaction survey  The Reference Librarian   45 93 99 - 108   Full 
902Vander Meer, Patricia Fravel,
Poole, Howard,
Van Valey, Thomas  
 1997  Are library users also computer users? A survey of faculty and implications for services  Public Access Computer Systems Review   8 1  -    Full 
903VanDuinkerken, Wyoma,
Stephens, Jane,
MacDonald, Karen I.  
 2009  The chat reference interview: Seeking evidence based on RUSA's guidelines  New World Library   110 3/4 107 - 121   Full 
904VanScoy, Amy   2006  Page us: Combining the best of in-person and virtual reference service to meet in-library patron needs  Internet Reference Services Quarterly   11 2 15 - 25   Full 
2809Vardell, E. E.,
Loper, K. K.,
Vaidhyanathan, V. V.  
 2012  Capturing every patron interaction: The move from paper statistics to an electronic system to track the whole library  Medical Reference Services Quarterly   31 2 159 - 170   Full 
2818Vardell, E. E.,
Loper, K. K.,
Vaidhyanathan, V. V.  
 2012  Capturing every patron interaction: The move from paper statistics to an electronic system to track the whole library  Medical Reference Services Quarterly   31 2 159 - 170   Full 
2838Vardell, E. E.,
Loper, K. K.,
Vaidhyanathan, V. V.  
 2012  Capturing every patron interaction: The move from paper statistics to an electronic system to track the whole library  Medical Reference Services Quarterly   31 2 159 - 170   Full 
2863Vardell, E. E.,
Loper, K. K.,
Vaidhyanathan, V. V.  
 2012  Capturing every patron interaction: The move from paper statistics to an electronic system to track the whole library  Medical Reference Services Quarterly   31 2 159 - 170   Full 
2899Vardell, E. E.,
Loper, K. K.,
Vaidhyanathan, V. V.  
 2012  Capturing every patron interaction: The move from paper statistics to an electronic system to track the whole library  Medical Reference Services Quarterly   31 2 159 - 170   Full 
2937Vardell, E. E.,
Loper, K. K.,
Vaidhyanathan, V. V.  
 2012  Capturing every patron interaction: The move from paper statistics to an electronic system to track the whole library  Medical Reference Services Quarterly   31 2 159 - 170   Full 
2976Vardell, E. E.,
Loper, K. K.,
Vaidhyanathan, V. V.  
 2012  Capturing every patron interaction: The move from paper statistics to an electronic system to track the whole library  Medical Reference Services Quarterly   31 2 159 - 170   Full 
3016Vardell, E. E.,
Loper, K. K.,
Vaidhyanathan, V. V.  
 2012  Capturing every patron interaction: The move from paper statistics to an electronic system to track the whole library  Medical Reference Services Quarterly   31 2 159 - 170   Full 
2858Vardeman, Kimberly K.,
Bar  
 2014  Reference in 160 Characters or Less: The Role of Text Messaging in Virtual Reference Services.  Internet Reference and Services Quarterly   19 3/4 163 - 179   Full 
2883Vardeman, Kimberly K.,
Bar  
 2014  Reference in 160 Characters or Less: The Role of Text Messaging in Virtual Reference Services.  Internet Reference and Services Quarterly   19 3/4 163 - 179   Full 
2919Vardeman, Kimberly K.,
Bar  
 2014  Reference in 160 Characters or Less: The Role of Text Messaging in Virtual Reference Services.  Internet Reference and Services Quarterly   19 3/4 163 - 179   Full 
2957Vardeman, Kimberly K.,
Bar  
 2014  Reference in 160 Characters or Less: The Role of Text Messaging in Virtual Reference Services.  Internet Reference and Services Quarterly   19 3/4 163 - 179   Full 
2996Vardeman, Kimberly K.,
Bar  
 2014  Reference in 160 Characters or Less: The Role of Text Messaging in Virtual Reference Services.  Internet Reference and Services Quarterly   19 3/4 163 - 179   Full 
3036Vardeman, Kimberly K.,
Bar  
 2014  Reference in 160 Characters or Less: The Role of Text Messaging in Virtual Reference Services.  Internet Reference and Services Quarterly   19 3/4 163 - 179   Full 
2530Veal, Robin E.   2012  Researching e-mail reference questions: a review of the literature and implications for practice       139 - 148   Full 
2771Veal, Robin,
Bennett, Erika  
 2009  The virtual library liaison: A case study at an online university  Journal of Library Administration   49 1/2 161 - 170   Full 
2782Veal, Robin,
Bennett, Erika  
 2009  The virtual library liaison: A case study at an online university  Journal of Library Administration   49 1/2 161 - 170   Full 
2674Vecchione, Amy,
Ruppel, Margie  
 2012  Reference is neither here nor there: A snapshot of SMS reference services  Reference Librarian   53 4 355 - 372   Full 
905Veeder, Stacy B.,
Hernon, Peter  
 1995  Electronic mail and privacy  The Journal of Academic Librarianship   21 2 123 - 126   Full 
2698Ven, Christian van der   2008  Second Life: A tool for reference and international understanding  Reference Librarian   49 2 149 - 161   Full 
906Vessberg, Viveka   1999  Digital reference service at Stockholm University Library - IFLA discussion group on reference work report     2008 May 7, 2008  -    Full 
907Viggiano, Rachel G.,
Ault, Meredith  
 2001  Online library instruction for online students  Information Technology and Libraries   20 3 135 - 138   Full 
908Vilelle, Luke   2005  Marketing virtual reference: What academic libraries have done  College & Undergraduate Libraries   12 1 65 - 79   Full 
909Viles, Ann   1999  The virtual reference interview: Equivalencies        -    Full 
3066Vincze,   2017  Virtual reference librarians (chatbots)  Library Hi-Tech News   34 4 5 - 8   Full 
910Vine, Rita   1998  Software for interactive online reference service  Bibliothecha Medica Canadianna   20 2 83 - 84   Full 
911Virtual Reference Desk   2000  Facets of quality for digital reference services, version 4        -  Link  Full 
912von Retzlaff, Lothar   2006  E-commerce for library promotion and sustainability: How library technicians can market themselves and their library's services online  Australian Library Journal   55 2 102 - 130   Full 
2702Vondracek, Ruth   2006  Balancing statewide and local digital reference service  Reference Librarian   46 95/96 81 - 98   Full 
913Vondracek, Ruth   2004  Statewide virtual reference: A second call to action  OLA Quarterly   9 4 14 - 15   Full 
914Wadham, Rachel Lynn   2001  Virtual reference  Library Mosaics   12 6 20 -    Full 
1072Walker, Saundra   2006  Academic Library Services for the Millennial Generation  Georgia Library Quarterly   43 2  -    Full 
915Walker, Stephanie R.   2007  Low volume, funding, staffing and technical problems are key reasons for discontinuation of chat reference services  Evidence Based Library and Information Practice   2 3 97 - 100   Full 
1119Wallace, Randy,
Sassen, Catherine,
Antonelli, Monika  
 2009  Implementation of an authoritative FAQ database  Texas Library Journal   85 2 60 - 62   Full 
2859Wallis,   2014  Building a Virtual Reference Shelf.  Serials Librarian   67 1 52 - 60   Full 
2884Wallis,   2014  Building a Virtual Reference Shelf.  Serials Librarian   67 1 52 - 60   Full 
2920Wallis,   2014  Building a Virtual Reference Shelf.  Serials Librarian   67 1 52 - 60   Full 
2958Wallis,   2014  Building a Virtual Reference Shelf.  Serials Librarian   67 1 52 - 60   Full 
2997Wallis,   2014  Building a Virtual Reference Shelf.  Serials Librarian   67 1 52 - 60   Full 
3037Wallis,   2014  Building a Virtual Reference Shelf.  Serials Librarian   67 1 52 - 60   Full 
2523Walsh, Andrew   2012  Setting reference free: Reference services for the mobile age       3 - 9   Full 
916Walter, Virginia A.,
Mediavilla, Cindy  
 2005  Teens are from Neptune, librarians are from Pluto: An analysis of online reference transactions  Library Trends   54 2 209 - 227   Full 
917Walther, Joseph B.   2007  Selective self-presentation in computer-mediated communication: Hyperpersonal dimensions of technology, language, and cognition  Computers in Human Behavior   23 5 2538 - 2557   Full 
918Walther, Joseph B.,
Loh, Tracy,
Granka, Laura  
 2005  Let me count the ways: The interchange of verbal and nonverbal cues in computer-mediated and face-to-face affinity  Journal of Language and Social Psychology   24 1 36 - 65   Full 
1169Wan, Gang (Gary),
Clark, Dennis,
Fullerton, John,
Macmillan, Gail,
Reddy, Deva E.,
Stephens, Jane,
Xiao, Daniel  
 2009  Key issues surrounding virtual chat reference model: A case study  Reference Services Review   37 1 73 - 82   Full 
1191Wanserski   2003  From Ask Wendt Live to QuestionPoint: A Chronology of the Development of a Persistently Virtual Reference Product and Service  Internet Reference Services Quarterly   8 1/2 71 - 94   Full 
919Wanserski, John   2003  From AskWendt Live to QuestionPoint: A chronology of the development of a persistently virtual reference product and service  Internet Reference Services Quarterly   8 1/2 71 - 94   Full 
2738Ward, David   2005  Chat reference: New challenges for a new service  Internet Reference Services Quarterly   10 1 95 - 97   Full 
2621Ward, David,
Liriano, Maira I.,
Gard, Betty A.,
Johnson, Rebecca L.,
Vyhnanek, Louis A.,
Beck, Susan J.,
Bivens-Tatum, Ronald W.,
Horowitz, Lisa,
Davis, Valrie I.,
Fisher, Jane E.,
Herzog, Susan G.,
Wood, Julienne L.  
 2004  Guidelines for behavioral performance of reference and information service providers  Reference & User Services Quarterly   44 1 14 - 17   Full 
1092Ward, Joyce,
Barbier, Patricia  
 2010  Best Practices in Chat Reference Used by Florida's Ask a Librarian Virtual Reference Librarians  The Reference Librarian   51 1 53 - 68   Full 
920Ward, David   2005  How much is enough? Managing chat length  Internet Reference Services Quarterly   10 2 89 - 93   Full 
921Ward, David   2005  Why users choose chat: A survey of behavior and motivations  Internet Reference Services Quarterly   10 1 29 - 46   Full 
922Ward, David   2004  Measuring the completeness of reference transactions in online chats  Reference & User Services Quarterly   44 1 46 - 56   Full 
923Ward, David   2003  Using virtual reference transcripts for staff training  Reference Services Review   31 1 46 - 56   Full 
924Ward, David,
Cox, Christopher N.  
 2006  Instant messaging and chat reference  Internet Reference Services Quarterly   11 1 103 - 106   Full 
925Ward, David,
Kern, M. Kathleen  
 2006  Combining IM and vendor-based chat: A report from the frontlines of an integrated service  Portal: Libraries and the Academy   6 4 417 - 429   Full 
926Ward, Joyce,
Mervar, Dana,
Loving, Matthew,
Kronen, Steve  
 2003  Going it alone: Can a small/medium-sized library manage live online reference?  The Reference Librarian   38 79/80 311 - 322   Full 
927Ware, Susan A.   2000  Interactive reference at a distance: A corporate model for academic libraries  The Reference Librarian   33 69/70 171 - 179   Full 
928Ware, Susan A.,
Fennewald, Joseph,
Moyo, Lesley M.,
Probst, Laura K.  
 2003  Ask a Penn State Librarian, live: virtual reference service at Penn State  The Reference Librarian   38 79/80 281 - 295   Full 
2588Warren, Gail   2004  Reaching out to self-represented litigants through virtual reference and education       95 - 96   Full 
1050Wasik, Joann   2008  A Comprehensive VR Training Program       115 - 192   Full 
929Wasik, Joann M.   2001  Information professionals chart future of Internet Q&A  Update: Semiannual Bulletin of the ERIC Clearinghouse on Information and Technology   21 3  -    Full 
930Wasik, Joann M.   2000  Asking the experts: Digital reference and the virtual reference desk  D-Lib Magazine   6 5 May 2, 2008 -  Link  Full 
931Wasik, Joann M.   1999  Building and maintaining digital reference services  ERIC Digest     May 2, 2008 -    Full 
932Wasik, Joann M.   1998  AskA Services and funding: An overview     2008   -    Full 
933Wasik, Joann M.   1998  A report of library-related AskA services.  The Virtual Reference Desk      -    Full 
2714Waugh, Jennifer   2013  Formality in chat reference: Perceptions of 17-to 25- year-old university students  Evidence Based Library & Information Practice   8 1 19 - 34   Full 
974Wöhnert, Bodil     The public library's role in the Danish information society: Demand for new competencies?       1 - 5   Full 
934Webster, Peter   2006  Interconnected and innovative libraries: Factors tying libraries more closely together  Library Trends   54 3 382 - 393   Full 
1139Weimer, Keith   2010  Text messaging the reference desk: Using Upside Wireless' SMS-to-email to extend reference service  The Reference Librarian   51 2 108 - 123   Full 
935Weise, Freida O.,
Borgendale, Marilyn  
 1986  EARS: Electronic access to reference service  Bulletin of the Medical Library Association   74 4 300 - 304   Full 
941Weissman, Sara K.   2006  E-ref characteristics      4/10/2008  -    Full 
936Weissman, Sara   2001  Considering a launch?  Library Journal   126 2 49 -    Full 
937Weissman, Sara   2001  Cybrarians: Promise and peril        -    Full 
938Weissman, Sara   2001  Know your audience  Library Journal   126 7 42 -    Full 
939Weissman, Sara   2000  Shoptalk: Answers to real world problems  Library Journal   125 1 28 -    Full 
940Weissman, Sara   2000  Why do electronic reference?  Library Journal   2  28 -    Full 
942Welch, Jeanie M.   2007  Click and be counted: A new standard for reference statistics  The Reference Librarian   47 97 95 - 104   Full 
943Weller, Martin,
Pegler, Chris,
Mason, Robin  
 2005  Use of innovative technologies on an e-learning course  The Internet and Higher Education   8 1 61 - 71   Full 
944Wells, Catherine A.,
Wallace, Danny P.,
Van Fleet, Connie  
 2003  Location, location, location  Reference & User Services Quarterly   43 2 133 - 137   Full 
1027Wenk, Karen   2006  Building a Virtual Community: Repurposing Professionals Tools for Team- Based Experiential Learing       193 - 201   Full 
2767West, Jessamyn     Digital versus non-digital reference: as a librarian online and offline  Haworth Information Press      -    Full 
2778West, Jessamyn     Digital versus non-digital reference: as a librarian online and offline  Haworth Information Press      -    Full 
945West, Jessamyn   2003  Google Answers Is Not the Answer  American Libraries   34 6 54 - 56   Full 
946West, Jessamyn   2003  The librarian is in, and online!  Computers in Libraries   23 9 14 - 17   Full 
947West, Jessamyn   2002  Information for sale: My experience with google answers  Searcher   10 9  -    Full 
948West, Kathy   2002  Managing and staffing a virtual reference service pilot project  Feliciter   48 2 64 - 65   Full 
949Westbrook, Lynn   2007  Chat reference communication patterns and implications: Applying politeness theory  Journal of Documentation   63 5 638 - 658   Full 
950Westbrook, Lynn   2007  Digital information support for domestic violence victims  Journal of the American Society for Information Science and Technology   58 3 420 - 433   Full 
951Westbrook, Lynn   2006  Virtual reference training: The second generation  College & Research Libraries   67 3 249 - 259   Full 
952Westbrook, Lynn   2000  Pinning the shift: examining the impact of information technology on personal and institutional roles  The Journal of Academic Librarianship   26 1 59 - 63   Full 
953Weston, Wil   2004  The multitasking librarian  Louisiana Libraries   67 2 3 - 5   Full 
954Westwood, Karen   1997  Lights! Camera! Action!  American Libraries   27 1 43 - 45   Full 
1005Wheeler, Justine,
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 2001  Working in the Asynchronous Environment: Two Case Studies  Journal of Library Administration   32 1/2 425 - 438   Full 
955Whit, Alisa   2003  Virtual reference: An encounter wherein Marian meets vivaciousgurl en route to Jeeves  Against the Grain   15 4 34 - 36 Link  Full 
956Whitaker, Becki   1989  Electronic mail in the library: A perspective  Library Trends   37 3 357 - 365   Full 
1028White, Marilyn Domas   2006  Conclusion: Looking to the Fruture       203 - 208   Full 
1112White, Marilyn Domas,
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 2006  Content analysis: A flexible methodology  Library Trends   51 1 22 - 45   Full 
957White, Marilyn Domas   2001  Diffusion of an innovation: Digital reference service in Carnegie Foundation master’s (comprehensive) academic institution libraries  The Journal of Academic Librarianship   27 3 173 - 187   Full 
958White, Marilyn Domas   2001  Digital reference services: Framework for analysis and evaluation  Library & Information Science Research   23 3 211 - 231   Full 
959White, Marilyn Domas   2000  Questioning behavior on a consumer health electronic list  Library Quarterly   70 3 302 - 334   Full 
960White, Marilyn Domas   1999  Analyzing electronic question/answer services: Framework and evaluations of selected services     99-02   -    Full 
961White, Marilyn Domas,
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Kaske, Neal  
 2003  Evaluation of chat reference service quality  D-Lib Magazine   9 2 April 9, 2008 -  Link  Full 
962Whitlatch, Jo Bell   2002  Reference futures: Outsourcing, the web, or knowledge counseling  RUSA Forum on the Future of Reference Services      -    Full 
963Whitlatch, Jo Bell   2001  Evaluating reference services in the electronic age  Library Trends   50 2 207 - 217   Full 
964Whitridge, Kate,
Jeske, Margo  
 2000  PARLREF: Digitizing the reference request process.        -    Full 
965Whitwell, S. C.,
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 1997  Internet Public Library: Same metaphors, new service  American Libraries   28 2 56 - 59   Full 
966Wikoff, Nora   2008  Reference transaction handoffs: Factors affecting the transition from chat to e-mail  Reference & User Services Quarterly   47 3 230 - 241   Full 
1198Williams, Clara R.,
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 2003  Reference and instruction services go virtual as a form of outreach: Case studies from academic libraries  Information Outlook   7 8 20 - 24, 26-27   Full 
967Williams, Clara R.,
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 2003  Reference and instruction services go virtual as a form of outreach: Case studies from academic libraries  Information Outlook   7 8 20 - 24; 26-27   Full 
968Williamson, Janet   2002  The reality of virtual reference: A view from the edge  Feliciter   48 3 110 - 111   Full 
2570Wilmes, Nancy A.   2011  Providing mobile librarian service to a college of nursing to increase interactions and transactions: One Wayne State University, science and technology librarian's experience  Science & Technology Libraries   30 1 99 - 107   Full 
2693Wilson, A. Paula   2005  Virtual reference shakes hands with the library portal: Doing things a little bit differently  Public Libraries   44 6 333 - 335   Full 
2793Wilson, Tony   2012  The discovery level in software and wetware: Implications for reference and bibliographic service  Alki   28 2 10 - 12   Full 
2798Wilson, Tony   2012  The discovery level in software and wetware: Implications for reference and bibliographic service  Alki   28 2 10 - 12   Full 
969Wilson, Fran,
Keys, Jacki  
 2004  AskNow! - Evaluating an Australian collaborative chat reference service: A project manager's perspective  Australian Academic & Research Libraries   35 2 81 - 94   Full 
970Wilson, Marion   2000  Understanding the needs of tomorrow's library user: Rethinking library services for the new age  Australasian Public Libraries and Information Services   13 2 81 - 86   Full 
971Wilson, Myoung C.   2000  Evolution or entropy? Changing reference/user culture and the future of reference librarians  Reference & User Services Quarterly   39 4 387 - 390   Full 
972Wisniewski, Jeff,
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 2007  Electronic resources won't sell themselves: Marketing tips  Online   31 1 54 - 57   Full 
973Witten, Shelle   2003  Being RAD: Reference at a distance in a multi-campus institution  Journal of Library Administration   37 3/4 549 - 567   Full 
1207Wohert, Bodil   2001  The public library's role in the Danish information society: Demand for new competencies?        -  Link  Full 
2622Woodard, Beth S.   2005  One-on-one instruction: From the reference desk to online chat  Reference & User Services Quarterly   44 3 203 - 209   Full 
975Woodard, Beth S.,
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976Woollett, Melanie   2001  Towards a virtual reference service  ALIA Quill 101   4   -    Full 
1067Wright, Andrea,
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 2010  Expanding Service and Enhancing Learning: Preliminary Report an a Novel Virtual Reference Collaboration       183 - 202   Full 
2612Xiao, Judy   2010  Integrating information literacy into Blackboard: Librarian-faculty collaboration for successful student learning  Library Management   31 8/9 654 - 668   Full 
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2853Yang, Sharon Q.,
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2878Yang, Sharon Q.,
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 2015  Delivering Virtual Reference Services on the Web: An Investigation into the Current Practice by Academic Libraries.  Journal of Academic Librarianship   41 1 68 - 86   Full 
2914Yang, Sharon Q.,
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 2015  Delivering Virtual Reference Services on the Web: An Investigation into the Current Practice by Academic Libraries.  Journal of Academic Librarianship   41 1 68 - 86   Full 
2952Yang, Sharon Q.,
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 2015  Delivering Virtual Reference Services on the Web: An Investigation into the Current Practice by Academic Libraries.  Journal of Academic Librarianship   41 1 68 - 86   Full 
2991Yang, Sharon Q.,
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 2015  Delivering Virtual Reference Services on the Web: An Investigation into the Current Practice by Academic Libraries.  Journal of Academic Librarianship   41 1 68 - 86   Full 
3031Yang, Sharon Q.,
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 2015  Delivering Virtual Reference Services on the Web: An Investigation into the Current Practice by Academic Libraries.  Journal of Academic Librarianship   41 1 68 - 86   Full 
2889Yang-W   2014  Typology of Ambiguity on Representation of Information Needs.  Reference & User Services Quarterly   53 4 313 - 325   Full 
2925Yang-W   2014  Typology of Ambiguity on Representation of Information Needs.  Reference & User Services Quarterly   53 4 313 - 325   Full 
2963Yang-W   2014  Typology of Ambiguity on Representation of Information Needs.  Reference & User Services Quarterly   53 4 313 - 325   Full 
3002Yang-W   2014  Typology of Ambiguity on Representation of Information Needs.  Reference & User Services Quarterly   53 4 313 - 325   Full 
3042Yang-W   2014  Typology of Ambiguity on Representation of Information Needs.  Reference & User Services Quarterly   53 4 313 - 325   Full 
1175Yao, Leye,
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977Yasui, Yumiko   2004  Digital reference services of university libraries in Japan: Results and analysis of questionnaire research  Journal of College & University Libraries    72 18 - 29   Full 
2837Yin, Zhang,
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2857Yin, Zhang,
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 2014  Social question and answer services versus library virtual reference: evaluation and comparison from the users\' perspective.  Information Research   19 4 422 - 440   Full 
2882Yin, Zhang,
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 2014  Social question and answer services versus library virtual reference: evaluation and comparison from the users\' perspective.  Information Research   19 4 422 - 440   Full 
2918Yin, Zhang,
Deng,  
 2014  Social question and answer services versus library virtual reference: evaluation and comparison from the users\' perspective.  Information Research   19 4 422 - 440   Full 
2956Yin, Zhang,
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 2014  Social question and answer services versus library virtual reference: evaluation and comparison from the users\' perspective.  Information Research   19 4 422 - 440   Full 
2995Yin, Zhang,
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 2014  Social question and answer services versus library virtual reference: evaluation and comparison from the users\' perspective.  Information Research   19 4 422 - 440   Full 
3035Yin, Zhang,
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 2014  Social question and answer services versus library virtual reference: evaluation and comparison from the users\' perspective.  Information Research   19 4 422 - 440   Full 
2787Young, Courtney L.   2013  To be discontinued: A virtual reference cautionary tale.  Reference Librarian   54 2 175 - 176   Full 
2832Young,   2014  Crowdsourcing the Virtual Reference Interview with Twitter  Reference Librarian   55 3 172 - 174   Full 
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2877Young,   2014  Crowdsourcing the Virtual Reference Interview with Twitter  Reference Librarian   55 3 172 - 174   Full 
2913Young,   2014  Crowdsourcing the Virtual Reference Interview with Twitter  Reference Librarian   55 3 172 - 174   Full 
2951Young,   2014  Crowdsourcing the Virtual Reference Interview with Twitter  Reference Librarian   55 3 172 - 174   Full 
2990Young,   2014  Crowdsourcing the Virtual Reference Interview with Twitter  Reference Librarian   55 3 172 - 174   Full 
3030Young,   2014  Crowdsourcing the Virtual Reference Interview with Twitter  Reference Librarian   55 3 172 - 174   Full 
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979Young, Nancy J.,
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 2001  General Information Seeking in Changing Times  Reference & User Services Quarterly   41 2 159 - 169   Full 
980Yuan, Haiwang   2001  A brief look at eGain Live, web contact software for the implementation digital reference services  LIRT News   23 4 April 9, 2008 -    Full 
2758Yue, Joseph   2000  Digitization and outreach in academic libraries  Colorado Libraries   26 3 34 - 35   Full 
981Yue, Joseph   2000  The use of ICQ in providing real time reference services.        -    Full 
1218Zabel, Diane (Ed.)   2011  Reference reborn: Breathing new life into public services librarianship        -    Full 
982Zabel, Diane   2007  A Reference Renaissance  Reference & User Services Quarterly   47 2 108 - 110   Full 
983Zanin-Yost, Alessia   2004  Digital reference: What the past has taught us and what the future will hold  Library Philosophy & Practice   7 1 1 - 16   Full 
2975Zeme   2017  Text as actions: Requests in online chats between reference librarians and library patrons  Journal of the Association for Information Science and Technology   68 7 1687 - 1697   Full 
3014Zeme   2017  Text as actions: Requests in online chats between reference librarians and library patrons  Journal of the Association for Information Science and Technology   68 7 1687 - 1697   Full 
3054Zeme   2017  Text as actions: Requests in online chats between reference librarians and library patrons  Journal of the Association for Information Science and Technology   68 7 1687 - 1697   Full 
2808Zhang, Jie,
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 2014  Proactive chat reference: Getting in the users' space  College & Research Libraries News   75 4 202 - 205   Full 
984Zheng, Songhui   2006  Virtual reference services in China: Helping the information-poor  The Electronic Library   24 6 763 - 773   Full 
2722Zhuo, Fu,
Love, Mark,
Norwood, Scott  
 2006  Applying RUSA guidelines in the analysis of chat reference transcripts  College & Undergraduate Libraries   13 1 75 - 88   Full 
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1098Zino, Eric   2009  Let's Fix Virtual Reference  Library Journal   134 2 94 -    Full 
2528Zuber, Peter A.   2012  Quality and characteristics of student-led virtual reference service: A two-year study       95 - 112   Full 
986Zumalt, Joseph R.,
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 1998  The Internet and reference services  Reference & User Services Quarterly   38 2 165 - 172   Full