Bringing together teens and chat reference : reconsidering "the match made in heaven" / Laura Kortz, Sharon Morris, and Louise W. Greene --
Investigating interpersonal communication in chat reference : dealing with impatient users and rude encounters / Marie L. Radford --
Training for online virtual reference : measuring effective techniques / Eileen G. Abels and Malissa Ruffner --
Staffing for live electronic reference : balancing service and sacrifice / Joe Blonde --
Establishing metric performance targets for a virtual reference service : counting totals and beyond / Deb Hutchison and Michele Pye --
Creating the infrastructure for digital reference research : examining the Digital Reference Electronic Warehouse (DREW) Project / Scott Nicholson and R. David Lankes --
Managing a full scale, 24/7, reference service consortia : integrating specialists from public and academic libraries / Vera Daugaard, Morten Fogh, and Ellen Nielsen --
Creating a knowledge base : analyzing a veteran reference librarian's brain / Charles Early, Andrea Japzon, and Sarah Endres --
Building wi-fi technology and a new mobile service model : creating change in information service delivery at the Orange County (Florida) Library System / Kathryn Robinson --
Building a virtual community : repurposing professional tools for team-based experiential learning / Karen Wenk.