Bringing together teens and chat reference : reconsidering "the match made in heaven" / Investigating interpersonal communication in chat reference : dealing with impatient users and rude encounters / Training for online virtual reference : measuring effective techniques / Staffing for live electronic reference : balancing service and sacrifice / Establishing metric performance targets for a virtual reference service : counting totals and beyond / Creating the infrastructure for digital reference research : examining the Digital Reference Electronic Warehouse (DREW) Project / Managing a full scale, 24/7, reference service consortia : integrating specialists from public and academic libraries / Creating a knowledge base : analyzing a veteran reference librarian's brain / Building wi-fi technology and a new mobile service model : creating change in information service delivery at the Orange County (Florida) Library System / Building a virtual community : repurposing professional tools for team-based experiential learning