tailoring services to your library Kern, M. Kathleen. creator text bibliography ilu Chicago American Library Association 2009 monographic eng

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148 p. 28 cm. Defining virtual reference -- Implementing virtual reference : is it the right thing, right now? -- Who are we doing this for? -- Buy-in : gaining commitment and support -- Policies : setting expectations of who, when, and what -- Selecting software -- Communication : do I have to learn a new language? -- Determining a staffing model -- Assessing the costs : budgeting for virtual reference -- Collaborative virtual reference -- Aspects of training -- Marketing your virtual reference service -- Assessment and evaluation : how are we doing? -- The road ahead : next steps and emerging technologies. M. Kathleen Kern. Includes bibliographical references and index. Electronic reference services Libraries Z711.45 K47 2009 025.52 K396v 9780838909751 (alk. paper) 2008015379 DLC 080404 20160527201604.0 287800