Libraries are moving to an environment where information resources are located worldwide and can be accessed from remote locations. Librarians need to free themselves from the constraints of the reference desk. Implementing a hierarchical model with a mix of librarian and nonlibrarian staffing can improve user services. (JMV)

Presents an organizational model for providing digital reference services to all users who access the library remotely that was developed for distance learners at the University of Minnesota-Twin Cities library. Describes the planning and implementation process, and discusses organizational change issues and the value of digital reference services…

Reviews the use of chat reference services in libraries and analyzes current trends. Highlights include a survey of libraries providing chat reference; software used; the move toward digital reference; institutional issues; user needs; staff needs; technology problems; and questions for further research. (LRW)

Describes the use of the Virtual Reference Desk by the Department of Energy library to provide live reference services via the Internet. Discusses the shift in users from Department of Energy employees only to including the general public, and the resulting need for reference librarians to increase the diversity of their skills. (LRW)

Describes a study at California State University at Chico that analyzed the types of reference questions received by their digital reference service over a two-year period. Suggests a strategy for improving the process of answering broad or complex questions remotely. (Author/LRW)