Virtual Reference Service

"Diane Kovacs has assembled this handbook to help reference librarians develop the communication skills and resources they need to work effectively in the virtual reference environment. The handbook shows how to adapt traditional face-to-face reference interview skills to the virtual interview - and how to interpret and use new cues (chat slang, IM shorthand, emoticons, etc.) to better serve your users. For both chat and e-mail transactions, Kovacs outlines strategies for analyzing the question, conducting the interview, developing a search strategy, and delivering sources."--BOOK JACKET.Lankes, R. David is the author of 'Virtual Reference Service ', published 2007 under ISBN 9781555705282 and ISBN 1555705286.