Abels, Eileen G. "The E-mail Reference Interview," RQ, vol. 35, no. 3, Spring 1996, pp 345-58.
Haines, Annette and Alison Grodzinski. "Web forms: improving, expanding, and promoting remote reference services," C&RL News, vol. 60, no. 4, April 1999, pp 271-272, 291.
Hulshof, Robert. "Providing Services to Virtual Patrons," Information Outlook, vol. 3, no. 1, January 1999, pp 20-23.
Ma, Wei and Joyce Wright. "QB Online," C&RL News, vol. 59, no. 10, November 1998, pp 772-774.
Sloan, Bernie. "Service Perspectives for the Digital Library Remote
Reference Services," Library Trends, vol. 47, no. 1,
Summer 1998, pp 117-143.
Additional Related Reading
Ferguson, Chris D. and Charles A. Bunge. "The Shape of Service to Come: Values-Based Reference Services for the Largely Digital Library," College & Research Libraries, vol. 58, no. 3, May1997, pp 252-265.
Fishman, Diane L. "Managing the Virtual Reference Desk: How to Plan an Effective Reference E-Mail System," Medical Reference Services Quarterly, vol. 17, no. 1, Spring 1998, pp 1-10.
Koyama, Janice T. "http://digiref.scenarios.issues," Reference
& User Services Quarterly,
vol. 38, no. 1, pp 51-53.
Moss, Molly M. "Reference Services for Remote Users," Katherine Sharp Review, no. 5, Summer 1997, [http://edfu.lis.uiuc.edu/review/5/moss.html].
Philip, Brenda. "An Examination of the Past, Present and Future of Electronic Mail Reference Service," [http://hollyhock.slis.ualberta.ca/598/brenda/emailref.htm].
Rocchi, Barbara. "The Virtual Reference Desk: How does it
work?"
[http://www.library.unisa.edu.au/papers/vrdesk.htm].
Schilling-Eccles, Katherine and Joseph J. Harzbecker, Jr. "The Use of Electronic Mail at the Reference Desk: Impact of a Computer-Mediated Communication Technology on Librarian-Client Interactions," Medical Reference Services Quarterly, vol. 17, no. 4, Winter 1998, pp 17-27.
Sloan, Bernie. "Electronic Reference Services: Some Suggested Guidelines," Reference & User Services Quarterly, vol. 38, no. 1, pp 77-81.