Discusses the availability and quality of commercial reference services available on the World Wide Web such as Ask Jeeves and the decline in library reference service statistics. Describes a project in California to help libraries develop live, real-time reference services over the Web by adapting Web contact center software. (LRW)

Examines the practical details of setting up live online reference services in libraries. Topics include choosing software; differences between licensed and hosted applications; models used to implement virtual reference services; how libraries are using these services in day to day operations; and marketing strategies. (Author/LRW)

Explores the possibility of using Web contact center software to offer reference assistance to remote users. Discusses a project by the Metropolitan Cooperative Library System/Santiago Library System consortium to test contact center software and to develop a virtual reference network. (Author/LRW)

Questions the need for collaborative digital reference services among libraries. Discusses the lack of use among networks that have been developed, probably due to easy access to online resources; economic assumptions; setting standards for reference practice; automatic routing software; copyrights; and patron satisfaction. (LRW)

Discusses changes in distance education and considers the resulting need for new types of library services. Topics include new Web-based contact center software; how to conduct virtual reference interviews; online reference service; the role of the physical library; staffing changes; and future possibilities, including impacts on costs of library…

Examines the Amazon.com online bookstore as a blueprint for designing the world's largest library. Topics include selection; accessibility and convenience; quality of Web sites and search tools; personalized service; library collection development, including interlibrary loan; library catalogs and catalog records; a circulation system; costs;…