The Thrill of the Chase in Cyberspace: A Report of Focus Groups with Live Chat Librarians

The Thrill of the Chase in Cyberspace: A Report of Focus Groups with Live Chat Librarians by Lynn Silipigni Connaway and Marie L. Radford - "During the past twenty years, Web-based library reference services have provided alternatives and enhancements to face-to-face (FtF) and telephone reference.1 The majority of libraries now provide synchronous (real time interaction via chat or Instant Messaging) or asynchronous (e-mail) virtual reference services (VRS). Chat software has enhancements such as co-browsing of electronic sources with users and queuing options that have enabled and encouraged reference consortium development and growth"