Virtual reference best practices : tailoring services to your library / M. Kathleen Kern.

Includes bibliographies and index.

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.

"When it comes to virtual reference, one size doesn't fit all. What works in one library won't necessarily work in another. How do you figure out what to do? Kern, a leading virtual reference expert, outlines the tools and decision-making process that will help you and your library evaluate, tailor, and launch virtual reference services that are a perfect fit for your community and your library." "Reference librarians, heads of library services, and managers of virtual reference services will welcome this flexible approach with its wealth of exercises and resources to implement immediately. This book contains everything you need to reach sound and sustainable decisions about virtual reference services."--Jacket.

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