9MatthewMarsteller, Paul Neuhaus. Providing Chat Reference Service: A survey of Current Practiecs. Implementing Digital Scrvices. Setting Standards and Making It Real: The 3rd Annual Digital Reference Conferencein Orlando, FL. 12-13 Nov , 2001. New York:Neal-Schuman,2002
10Linda C. Smith, Lydia E. Harris. Real-Time Virtual Reference Reqires Real - TimeVirtual Reference Skills.Setting Standards and Making It Real: The 3rd Annual Digital Reference Conferencein Orlando, FL. 12 - 13 Nov,2001. New York.. Neal - Schuman, 2002
