This presentation first provides a snapshot of internet habits of college-age patrons. Then, following topics are discussed: concerns with online reference; ideas to use online reference to its fullest potential; the human element online; personal space; and language of communication for the online environment; handling rude/impatient users; more issues to consider; and words of advice from veterans
Hillyer, Nora, "Online Reference Question Protocol" (2009). Criss Library Faculty Proceedings & Presentations. 13.