00825nam a2200217 a 4500 vtls000069286 MTX 160715s2009 ilua b 001 0 eng 9780838909751 (alk. paper) 201607151113 staff 1 STAFF MATRIX 201306272315 VLOAD 201211201348 staff Z711.45 .K47 2009 025.5/2 22 Ebook Kern, M. Kathleen. 100351 Virtual reference best practices [electronic resource] : tailoring services to your library / M. Kathleen Kern. Chicago : American Library Association, c2009. viii, 148 p. : ill. ; 28 cm. Electronic reference services (Libraries) 76968 http://portal.igpublish.com/iglibrary/search/ALAB0000177.html 10 65991 65991