virtual reference services articles
It is certainly worth checking out the Virtual Reference Special Section in the latest issue of the Bulletin of the American Society for
Information Science and Technology. There is an entire special section with a half dozen articles about virtual reference. "Evaluation of Online Reference Services"
by Jeffrey Pomerantz covers different evaluative criteria in virtual reference services and how to capture them. "An Informal History (and Possible Future) of Digital Reference" by Joseph Janes talks about the state of virtual reference services today from the global perspective and how/if libraries will continue to fill a niche market need with these services. There is a lot more in this special section, and if you offer virtual references at your library you would do well to skim these brief and informative articles.
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