TY  - BOOK
AU  - Kovacs Diane K
TI  - Virtual reference handbook: interview and information delivery techniques for the chat and e-mail environments
SN  - 978-1-85604-626-5
U1  - 025.52 
PY  - 2007///
CY  - London
PB  - Facet
KW  - Electronic reference services (Libraries)
ER  -