Setting reference free : reference services for the mobile age / Andrew Walsh
Envisioning and creating reference futures / Marie L. Radford
The reference user experience : it's up to you to design it / Steven J. Bell
We are the user : imagination, sympathy, and the user experience / Wayne Bivens-Tatum
The user experience and the librarian : now you see 'em, now you don't / James LaRue
Thoughts on twenty-first-century library services from a disenfranchised user / Jean Costello
Chattin' 'bout my generation : comparing virtual reference use of millennials to older adults / Marie L. Radford and Lynn Silipigni Connaway
The tutorial dialogue and problem solving in virtual reference interactions / Mary Kickham-Samy
Fast and furious : using web conferencing and other tools for virtual reference and instruction / Rebekah Kilzer, Larry Milliken, and Jay Bhatt
Inventing the future by examining traditional and emerging roles for reference librarians / Amy VanScoy
Quality and characteristics of student-led virtual reference service : a two-year study / Peter A. Zuber
We are all stressed out! now what? : looking at stress in libraries / Mary Wilkins Jordan
More questions than answers : using an observational study to count reference activity / Susan Beatty and Claudette Cloutier
Researching e-mail reference questions : a review of the literature and implications for practice / Robin E. Veal
Rolling out roving reference in an academic library / Sara Davidson
Business community outreach : exploration of a new service role in an academic environment / Patrick Griffis and Sidney Lowe
Embedded librarians : the Community Reference project / Colbe Galston, Katherine Johnson, Elizabeth Kelsen Huber, and Amy Long
Virtual reference : variations on a theme in academic libraries / Beth Avery, Elizabeth Brodak, Julie Fronmueller, Nancy Huling, Paul M. Mascareñas, Erin McCaffrey, Sylvia Owens, and Karen Sobel
Managing mayhem : wrestling with academic library reference and outreach challenges / Kari A. Kozak and Leo P. Clougherty
Cooperative SMS : the My Info Quest journey / Beth Avery, Karen Docherty, and Shaye White
Collaborative virtual reference really does work, but it takes a tribe / Kris Johnson, Patrick Farrell, Kristen Laughlin, Paul M. Mascareñas, and Amy Sieving
Collaborate to succeed : implementing new reference services with SPLAT / Amy Vecchione and Memo Cordova
Using Libstats statistical tracking software to assess library services for strategic planning / Emily K. Chan and Lorrie A. Knight
Analyzing the past to invest in the future : usage statistics for research guides from multiple data sources / Carrie Forbes and Christopher C. Brown
The reference ref : how to referee the assessment process for virtual reference services / Karen Biglin and Karen Docherty
Leveraging OpenURL click-through statistics to study user behavior / Justin Otto and Doris Munson
LibAnswers : improving asynchronous service / Lisa Campbell
It's free, it's interactive, and it's available to all : embracing wikipedia at the reference desk and beyond / Christy Zlatos
Addicted to print : overcoming book lust in the academic library reference collection / Mary Krautter.
