REFERENCES
- Luo , L. ( 2007 ). Chat reference competencies: Identification from a literature review and librarian interviews . Reference Services Review , 35 ( 2 ), 195 – 209 . doi: 10.1108/ 00907320710749137
- Luo , L. ( 2009 ). Effective training for chat reference personnel: An exploratory study . Library & Information Science Research , 31 ( 4 ), 210 – 224 . doi: 10.1016/j.lisr.2009. 04.004
- RUSA . ( 2003 ). Professional competencies for reference and user services librarians. In Reference and User Services Association. Retrieved from http://www.ala.org/rusa/resources/guidelines/professional
- RUSA . ( 2004 ). Guidelines for behavioral performance of reference and information service providers. Reference and User Services Association. Retrieved from http://www.ala.org/rusa/resources/guidelines/guidelinesbehavioral
- Ward , D. ( 2003 ). Using virtual reference transcripts for staff training . Reference Services Review , 31 ( 1 ), 46 – 56 . doi: 10.1108/00907320310460915
- Zhuo , F. , Love , M. , Norwood , S. , & Massia , K. ( 2006 ). Applying RUSA guidelines in the analysis of chat reference transcripts . College and Undergraduate Libraries , 13 ( 1 ), 75 – 88 . doi: 10.1300/J106v13n01_09
- Comments and suggestions should be sent to the Column Editor: Nancy H. Dewald, Reference Librarian, Penn State Berks, Tulpehocken Road, P.O. Box 7009, Reading, PA 19610-6009. E-mail: [email protected]