The Virtual Reference Librarian's Handbook

This guide aims to help users rethink reference policies and workflow and learn new communication skills. It helps users learn: how to handle reference dialogues in the virtual world; how to revise traditional reference policies and procedures; how to redesign the library's organization structure; and how to customize your virtual reference service. Tips are also included for designing a dynamic virtual reference desk, considerations for planning work space, pre-scripted messages, and other library models that can make your day-to-day work faster and easier. The accompanying CD-ROM contains bookmarks to all Websites mentioned as well as Word files for forms, checklists and exercises that you can customize for your library's needs.