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

1. Electronic reference services (Libraries)
2. Reference services (Libraries) -- Information technology
3. Reference librarians -- Effect of technological innovations on