PROFESSIONAL BOOK OF THE WEEK

Title: The Virtual Reference Handbook: Interview and Information Delivery Techniques for the Chat and E-mail Environments
Author: Diane K. Kovacs

Summary:
Providing virtual reference service can be quite frustrating as we’re very used to having an information-seeking patron right in front of us. For those offering e-mail or live chat reference service, Kovacs outlines useful strategies to be used in these environments. These strategies will help to lessen the frustration experience by both the librarian and the patron and take your virtual reference service to the next level.