Source Publication (e.g., journal title)
"I HAVE ABSOLUTELY NO REGRETS about enhancing our reference services through chat." "It's been a smooth and successful expansion of our existing reference service." "It's so successful we've moved from being a pilot project to an ongoing service." These are the positive voices of virtual reference, the librarians who feel chat reference is now an integral part of their library. After giving time in my column last month to negative views ("Rethinking Virtual Reference," LJ 11/1/04, p. 34), this month I've asked librarians in notable virtual reference services to tell their stories.
Tenopir, Carol, "Chat’s Positive Side" (2004). School of Information Sciences -- Faculty Publications and Other Works.