Online reference services continue to evolve and transform as more libraries invest in their online communities. We take cues from our users about our online presence and adjust and tweak as needed to make sure we are meeting their needs. We strive to make information accessible and visible, and continually survey the path from initial contact to resolution to keep the process patron-centered and as seamless and supportive as possible. Come to this session to learn more about ways libraries are promoting online reference services, why some are dropping the term "reference" altogether, and the behind the scenes workflow to improve communication with our users.
