TY  - BOOK
AU  - Kovacs,Diane K.
TI  - The virtual reference handbook: interview and information delivery techniques for the chat and e-mail environments 
SN  - 9781856046268 (pbk.)
PY  - 2007///
CY  - London
PB  - Facet Pulishing
KW  - Electronic reference services (Libraries)
N1  - Reference : p. 122-123
ER  -