Virtual reference service : from competencies to assessment - Lankes, R. David; Nast, Philip; Nicholson, Scott; Radford, Marie L.; Silverstein, Joanne; Westbrook, Lynn (Neal-Schuman Publishers, 2008)
Keywords: Electronic reference services (Libraries); Electronic reference services (Libraries) -- Study and teaching; Electronic reference services (Libraries) -- United States -- Case studies; Reference librarians -- Effect of technological innovations on; Reference services (Libraries) -- Information technology