To chat or not to chat

Stephen Coffman, V.P. of Library Systems and Services Inc. and author of Going Live! Starting and Running a Virtual Reference Service, and Linda Arret, project coordinator for the early and pilot stages of QuestionPoint, examine the whys and wherefores of virtual reference service. And, more importantly, whether the results have been worth the effort and expense. Many of their observations match my own skeptical mutterings.

Thanks to the ColLib-L list for the link.