All of the forms, surveys and exercises found in this text are reproduced on the CD-ROM, enabling the reader to customize them to suit their needs and situation.

Rebecca Brumley provides this book with CD-Rom with solutions, new ideas for service in your library, and comparisons to measure your policies against.

A state-of-the-art guide to virtual reference services! This essential book provides a snapshot of virtual reference (VR) services in all kinds of library settings and discusses the issues, trends, and practices involved in offering this kind of service. The chapters go beyond descriptions of services to offer practical advice and suggestions for product selection, policy setting, technical support, collaborative efforts, staffing, training, marketing, budgeting, evaluation, and administration. Case studies, relevant Web sites, and vendor information are included. An ample selection of tables, figures, and illustrations makes important information easy to access and understand. From the editors: “The purpose of this book is to describe the state of the art in virtual reference services, by which we mean real-time, interactive reference service with a librarian, offered online via chat or videoconferencing. Significant players in virtual reference services have prepared chapters for this book. Some of these address virtual reference as a service trend. Others describe services in a variety of settings, including public, academic, and special libraries. Some focus on one aspect of virtual reference, such as statistics/evaluation, policy setting, or the reference interaction. Our intent is to provide an opportunity for reflection on the impact of virtual reference services on librarians, clients, and libraries, as well as to offer a glimpse of the future.” Virtual Reference Services: Issues and Trends addresses topics that will help institutions and VR professionals provide more effective services. Chapters focus on: the principles and concepts of continuous quality improvement (CQI) for virtual reference, such as the Kano Model of user satisfaction—and how it can help libraries improve their VR services a case study of the adoption of VR service at the Suffolk Cooperative Library System in New York, with emphasis on the benefits of maintaining a user-centered perspective to help inform decisions about procedures and services staff selection, structuring the work environment, scheduling, and other VR issues at a large university library collaborative VR services in the state of New Jersey and the development of the “Q and A NJ” initiative and the experiences of two participating public libraries the development and testing of innnovative software developed through a partnership with a high tech company statewide and regional VR collaboration in Florida, with a comprehensive and detailed overview of that state's VR initiatives post-implementation issues such as high call volume, difficult users, training and quality assessment, and service improvement a report from a medical/dental library participating in a multitype library collaborative VR service—with insights on budgeting, training, administration/coordination, morale, marketing, user reaction, and how a health sciences library contributes to (and benefits from) this kind of initiative VR services at The Boeing Corporation a model and framework for collecting and making use of statistical data in a VR service, with AskERIC's implementation as an example the nature of the user-librarian VR interaction, with an insightful analysis of chat transcripts from Carnegie Mellon University how users interact with various services offered on library Web pages, with an illuminating comparison of the use of the library Web site search tool at Southern Illinois University-Carbondale vs. the use of the VR service available on that site

Social web technologies present an often confusing array of options for answering user reference questions. Applying 20 years’ experience as a reference librarian working through the development of virtual reference and the integration of new tools and technologies into the industry, Thomsett-Scott lays out how libraries are using vendor...

Essential facts, advice, lists, documents, guidelines, lore, wit, and wisdom: Along with fun and irreverence, it's what readers have come to expect from the "Whole Library" series. In a one-volume compendium that's by turns encyclopedic, useful, and engaging, this latest entry provides an overview of digital libraries, covering the state of information, issues, customers, challenges, tools and technology, preservation, and the future. From blogs to Wikis, highlights include: digitization project planning tips and tools; the value proposition of the digital library; lists of Internet libraries, libraries that I.M., libraries that podcast; and interpretations of NextGen demographic data. Collecting insights from library luminaries as well the perspectives of interesting experts from outside the ranks of library professionals, "The Whole Digital Library Handbook" decodes the jargon and cuts to the chase.

Provides librarians with the resources needed to help their patrons use virtual reference sources, with hands-on learning activities, exercises, and assessment tools.

A detailed reference work that documents every aspect of the American public library experience through topical entries, statistics, biographies, and profiles. The American Public Library Handbook is the first reference work to focus on all aspects of the American public library experience, providing a topical perspective through comprehensive essays and biographical information on important public librarians. Based upon the author's own notes and extensive experience, as well as library periodicals, library reference books, monographs, textbooks, Internet sources, and correspondence with individual libraries, this book comprises nearly 1,000 entries addressing all aspects of public library service. Each topical essay considers terminology of the area covered, its historical context, and current concerns and issues. Biographies highlight the philosophical perspective of the individuals covered, while entries on specific libraries present timely data and interesting facts about each facility. This unique handbook also offers up-to-date statistics, historical highlights, and information about programs and events of individual libraries.