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The Virtual Reference Desk

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Bringing together teens and chat reference : reconsidering "the match made in heaven"	p. 3
Investigating interpersonal communication in chat reference : dealing with impatient users and rude encounters	p. 23
Training for online virtual reference : measuring effective techniques	p. 49
Staffing for live electronic reference : balancing service and sacrifice	p. 75
Establishing performance targets for a virtual reference service : counting totals and beyond	p. 91
Creating the infrastructure for digital reference research : examining the digital reference electronic warehouse (DREW) project	p. 109
Managing a full-scale, 24/7, reference service consortium : integrating specialists from public and academic libraries	p. 133
Creating a knowledge base : analyzing a veteran reference librarian's brain	p. 155
Building Wi-Fi technology and a new mobile service model : creating change in information service delivery at the Orange County (Florida) library system	p. 169
Building a virtual community : repurposing professional tools for team-based experiential learning	p. 193
Conclusion : looking to the future	p. 203
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