Digital Reference

As public access to the internet continues to increase, libraries will receive more and more information requests online. Virtual reference can no longer be regarded as an 'extra' and all libraries need to start planning how they will introduce, manage and develop such a service, particularly how to train both staff and users in this new method. This exciting new book is a hands-on guide to setting up and delivering virtual reference in your library. An experienced practitioner, the author uses her own experience to deliver a practical and pragmatic guide, full of advice on 'lessons learned' and 'what works'. She focuses on the collaborative model, shown to be the most cost-effective model. This is the first virtual reference book to be based on the European rather than the American experience, and examples and case studies are fully international.