Implementing Digital Reference Services : Setting Standards And Making It Real - Lankes, R. David (London : Facet Pub., 2003)
Proceedings of the Third Annual Virtual Reference Desk (VRD) Conference, Setting Standards and Making It Real, held in Orlando, Florida in November 2001
Includes bibliographical references and index
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Keywords: Electronic reference services (Libraries) -- United States -- Case studies; Electronic reference services (Libraries) -- United States -- Evaluation; Electronic reference services (Libraries) -- United States -- Management