Good reference behavior edited for treasure hunt
Live chat in de boekentoren (Paul Bastijns)
Good reference behavior
The Art of the Reference Interview Ontario Library Association Conference February 2005 Catherine Sheldrick Ross and Kirsti Nilsen Faculty of Information.
The worlds libraries. Connected. Working with Rude Patrons: 24/7 Reference Coop Policies Best Practices in Virtual Reference Susan McGlamery and Wren Spangler.
Public Library Annual Report Part II Local Fiscal Year 2009.
IM Reference @ APL Staff Training Presented by Marissa M. Priddis.
Startup Highway Workshop
Don't Forget to Smile: Utilizing Soft Skills within the Virtual Reference Transaction
Conferences virtual referencesummit2011
Using the READ Scale To Track the Difficulty of Electronic Resource Access Issues
Advanced Virtual Reference Training
