| The integration of digital reference / Joseph Janes -- A repeated survey analysis of AskERIC user survey data, 1998-2002 / Jeffrey Pomerantz -- User perceptions and virtual reference services / Linda Frederiksen, Joel Cummings, and Lara Ursin -- If you ask, I will tell you : future users of virtual reference share their thoughts on the design, operation, and marketing of virtual reference / Beth Thomsett-Scott -- Expecting the stars but getting the moon : negotiating around patron expectations in the digital reference environment / Joseph E. Straw -- Software is not enough : teaching and training digital reference librarians / Lydia Eato Harris -- Real-time training for virtual reference / Joseph A. Salem Jr., Leela E. Balraj, and Erica B. Lilly -- Making the digital connection more personal / Jessica G. Bell and April P. Levy -- Virtual reference policies : an examination of current practice / M. Kathleen Kern and Esther Gillie -- Approaching best practices and guidelines for digital reference / Alison C. Morin -- Not just Q & A : an inclusive examination of digital reference services / Henry Bankhead -- Virtual services for real people : building and sustaining a knowledge society / Robert S. Martin -- A lawyer's view of privacy, surveillance, and the USA Patriot Act / Glen Bencivengo -- The digital reference research agenda / R. David Lankes. |
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