The Impact of Emerging Technologies on Reference Service and Bibliographic Instruction

Reference and online services handbook

William A. Katz

A librarian's guide to telephone reference service

Rochelle Yates

Implementing digital reference services

Virtual Reference Desk Conference (3rd 2001 Orlando, Fla.)

The digital reference research agenda

Digital Reference Research Symposium (2002 Harvard University)

Delivering satisfaction and service quality

Hernon, Peter.

Evaluation of reference services

William A. Katz

Know It All Find It Fast For Academic Libraries

Heather Dawson